IT Analyst

**About New Age**:
**General Role Description**:
**General Duties/Key Responsibilities (Including but not limited to)**:
**Technical Support**:

- Troubleshoot and resolve hardware and software issues for desktops, laptops, printers, and other peripherals.
- Provide remote support to installation staff on all security product installation while onsite.
- Perform software and firmware updates as scheduled.
- Assist in maintaining and managing user accounts, permissions, and access rights.
- Collaborate with other IT team members to escalate and resolve complex issues.

**Ticket Management**:

- Create, track and prioritize support tickets using the IT service desk system (Jira).
- Ensure timely resolution of tickets and escalate unresolved tickets to L2 or VP of Operations.
- Log support time in Jira for billing purposes.
- Keep end-users informed with the status of their IT tickets.

**Product Pre-Installation and Training**:

- Prepare documentations required during the pre-installation.
- Conduct onboarding sessions with clients to get contract and other internal documents completed and signed prior to system installations.
- Provide product tutorial/training and guidance to end-user's post installation.

**Product Staging**:

- Work closely with Senior Project Manager and Operations Analyst in scheduling product staging.
- Conduct product staging to ensure quality standard is being met.
- Follow staging procedures and complete product checklist.
- Assist Operations team in preparing staged products to be packaged and shipped.

**Documentation Management**:

- Contribute to the development and improvement of IT processes and procedures including QRGs.
- Review and complete maintenance inspection/remote support reports within 5 days of receiving them.
- Maintain the accuracy of all IT documents, procedures, and QRGs.

**Communication**:

- Engage in regular IT-related and Operations team meetings with internal and external stakeholders.
- Contribute and assist with periodically sharing current technical information, knowledge and tips with users, clients, and colleagues through various internal communication channels.
- Keep internal stakeholders informed of any challenges or issues that may require escalation/attention.

**This role is not limited to the above listed responsibilities; other tasks may be assigned as required.**

**Work & Education and Experience Requirements**:

- Bachelor's degree in computer science, Information Technology, or related field.
- CompTIA ITF+/A+/Network+, Microsoft 365 or equivalent certification(s) would be an asset.
- Prior experience in a technical support role or IT helpdesk environment.
- Proven ability to troubleshoot and resolve technical issues using problem-solving skills hardware, software and network issues.
- Strong knowledge of Windows operating systems.
- Experience in ticketing systems (Jira).
- Strong analytic and organization skills with great attention to detail.
- Ability to work in a fast-paced environment.
- Proven ability to proactively learn new technologies.
- Excellent communication skills both in verbal and writing.
- Proficient in typing, minimum 60/wpm with high accuracy level is critical to this position.
- G Driver License, and own vehicle preferred.
- Reside within 30 kms from the Concord office.

**Mandatory Requirements**:
**Job Types**: Full-time, Permanent and 100% on-site

Schedule:

- 8-hour shift
- Monday to Friday

Starting Base Salary: $47,250.00

**Benefits**:

- Dental care
- Extended health care
- Vision care

As part of the hiring process, New Age will be conducting a very thorough work reference check. Please have references available upon request.

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