IT Support Specialist

6 days ago

Lethbridge, Alberta, Canada TLD Computers - A Division of London Drugs Limited Full time
Job Title: IT Service Analyst

We are seeking a highly skilled and motivated IT Service Analyst to join our team at TLD Computers - A Division of London Drugs Limited. As an IT Service Analyst, you will be responsible for providing first-level support for all technology, including workstations, servers, printers, networks, and vendor-specific hardware and software.

Key Responsibilities:
  • Resolve first-level service requests and alerts involving technology at client sites, including workstations, servers, Microsoft Office, printers, routers, firewalls, VPN, Remote Desktop Services, phones, backup solutions, and vendor-specific hardware and software.
  • Provide hardware maintenance support on laptops, desktops, and printers, including ordering of replacement parts and replacing them using the warranty process.
  • Research and escalate issues to proper resources with the TLD Technical support team.
  • Document all support issues, resolutions, and time in the company-approved ticketing systems.
  • Communicate with clients in a professional and timely manner as required, keeping them informed of incident progress and notifying them of impending changes as per the TLD process.
  • Produce and provide simple documentation for Statements of Work (SOW).
  • Communicate clearly within all company staff and clients on the progress of a project as required.
  • Participate in vendor training as required.
Requirements:
  • Completion of a CompTia A+ certification is a requirement. Other CompTia certification is an asset.
  • Completion of Computer Science Degree or Information Technology Certificates such as CompTia or MCSA. This could include certification in relevant products used by TLD such as Windows OS, Backup software, etc.
  • Mac OS knowledge preferred.
  • 1+ years of personal computer experience, including hardware support, such as motherboard, keyboard, memory, etc., replacements. Printer maintenance such as replacing parts on printers and resolving issues. A strong understanding of operating systems, business applications, printing systems, and network systems.
  • Understanding of ITIL processes and procedures.
  • Understands areas of computing infrastructure and application deployment, including:
    • Networking and Telecom (Troubleshooting network connection, IP address, DHCP, DNS, Ping, Tracert, etc.)
    • Operating Systems (OS installation and deployment, experience with system's image deployment and upgrade)
    • Active Directory (creating user accounts, password policy, password reset)
    • Integration Technologies (System monitoring, checking error log files and analyzing system reports)
    • Storage and Server Technologies (Familiar with Backup and restore systems, troubleshooting backup job alerts and errors, experience with backup software such as Datto, Veeam, and Barracuda.)
    • Security Concepts (Data security: Familiar with NTFS permissions, data access, and user's level of access in network)
What We Offer:
  • Comprehensive medical, dental, prescription drug, and vision coverage for you and your family.
  • Employee Discount Program.
  • Ongoing In-House Training & Education Courses.
  • Employee Family Assistance Program.
  • Employee Recognition Program.

TLD Computers - A Division of London Drugs Limited is an equal opportunity employer dedicated to building an inclusive and diverse workforce. We are committed to building a company that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.

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