End User Support Analyst

2 weeks ago

Richmond, Canada Graymont Full time

**Job Introduction**:
Canada - Hybrid - Richmond, BC

**Salary: $65,000 - 75,000 depending on experience**

**DUTIES AND RESPONSIBILITIES**:

- Configure, deploy, and support desktops, laptops and peripherals including network printers.
- Provide end-user support with a multitude of different software.
- Investigate, prioritize, diagnose, document and resolve routine software and hardware issues.
- Utilize trouble ticketing system (ServiceNow) to create, track and resolve support issues.
- Meet required response, service, and resolution times with consistency.
- Produce technical documentation.
- Understand the foundation of architecture, hardware, and software used by the organization.
- Travel to various locations in Canada and US. (25% travel requirement).
- Flexibility in scheduling.

**QUALIFICATIONS**:

- College degree in related field or the equivalent combination of education and experience.
- Minimum of 5 years in multi-faceted support roles.
- Strong knowledge of Windows 10 and Windows 11.
- Sound knowledge of Office365 and Office 2016/2019.
- Good knowledge of Active Directory management and virus control software.
- Understanding of firewalls/routers/switches.
- Experience working with a ticketing system such as ServiceNow.
- Excellent customer service orientation and the ability to communicate technical information clearly and effectively with end-users of various technical skill levels.
- Ability to handle multiple priorities with concurrent deadlines and to function under fast paced conditions.
- Strong analytical skills that will allow interpretation of user needs into practical solutions within Graymont standards.
- Valid driver license is mandatory.
- French writing/speaking is an asset.

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