IT Helpdesk Analyst

**Focus/Objective**

Help Desk Analyst

**Job Duties and Responsibilities**:

- Monitor IT Helpdesk queue and answer service request calls in an appropriate and timely manner; initiate and maintain a database of service request tickets including categorization and entry of required information.
- Serve as the first point of contact for end users seeking technical assistance through ticketing system.
- Perform controlled incident resolution including prioritization and escalation
- Analyze and resolve end-user hardware, software and connectivity issues
- Create and update accurate and consistent records of all requests
- Monitor progress on problem resolution and advise users on status of issue
- Provide excellent client service, while managing multiple service requests
- Maintaining hardware inventory, asset database and systems documentation
- Document internal procedures to improve the knowledge base for users;
- Proficient in troubleshooting end user devices
- Responsible for software upgrade/support and installation.
- Troubleshoot a wide array of issues related to desktop, mobile, and network.
- Adhere to all IT standards and policies
- Interface with IT vendors for quotes regarding end user software purchasing and/or renew.
- Assist with IT Operations assignments as required.
- Always consider cyber security by design in any IT task

**Minimum Position Qualifications/Requirements**:

- Bachelor’s degree in Computer Science, Information Technology, System Administration, or equivalent experience required.
- 5+ years of experience working as a tier 1-2 support specialist in a Windows environment.
- ITIL certification or equivalent experience
- Strong knowledge of MS Windows 10 and Office 365.
- Strong knowledge of Windows domain environments operations (Active Directory / Group Policy, Windows Update, etc).
- Strong knowledge of Windows Server
- Knowledge and understanding of mobile device management(Intune).(nice to have)
- Ability to diagnose and resolve basic as well as complex technical issues.
- Ability to escalate issues when required.
- Knowledge and understanding of telephony (nice to have)
- Proactive problem solver with a can-do attitude.
- Excellent written and oral communication skills.
- Ability to multitask and prioritize duties appropriately;
- Ability to work well independently, as well as part of a team;
- Excellent customer relationship, communications and interpersonal skills.
- Highly organized

**Salary**: $35.00 per hour

Schedule:

- Monday to Friday

Supplemental pay types:

- Overtime pay

Ability to commute/relocate:

- North Vancouver, BC V7H1T9: reliably commute or plan to relocate before starting work (required)

Work Location: One location

Application deadline: 2023-02-28
Expected start date: 2023-02-20