Lead IT Support Analyst

4 weeks ago

Edmonton, Alberta, Canada MSP Corp Full time
Position Overview

The Senior IT Helpdesk Support Analyst plays a crucial role in ensuring the smooth operation of IT services within the organization. This position is responsible for addressing advanced technical issues and providing high-level support to both internal and external clients.

Key Responsibilities
  • Advanced Troubleshooting: The analyst is expected to identify and resolve intricate technical problems that surpass the capabilities of entry-level support staff. This necessitates a comprehensive understanding of hardware, software, and network systems.
  • System Administration: The role requires expertise in managing and maintaining operating systems, servers, and network infrastructure. Responsibilities include user management, system configuration, and implementing security updates.
  • Network Management: The analyst will oversee network configuration tasks, including the setup and management of routers, switches, firewalls, and other networking devices. Troubleshooting network connectivity issues and enhancing network performance are also key duties.
  • Data Backup and Recovery: Proficiency in establishing and managing data backup systems is essential to ensure data integrity and availability. The analyst should also be skilled in data recovery methods in the event of accidental deletion or hardware failures.
  • Documentation and Reporting: It is imperative for the analyst to maintain thorough documentation of their work, including troubleshooting processes, system configurations, and modifications made to networks or systems. Generating reports for management is also a responsibility.
  • Team Collaboration: The analyst will work closely with other IT team members, including entry-level technicians and system administrators, to resolve complex issues and implement IT projects effectively.
  • Customer Service: Strong communication and interpersonal skills are necessary to interact effectively with end-users and deliver exceptional customer service.
Qualifications
  • Relevant post-secondary education or college degree.
  • Minimum of 2 years of experience in a desktop support or system administration role.
  • Strong analytical and problem-solving abilities.
  • Capability to work independently as well as collaboratively within a team.
  • Valid driver's license and reliable transportation, with the ability to lift up to 50 lbs.
  • Familiarity with current Microsoft environments, including Windows 7, 8, 10, and Windows Server versions.
  • Proficiency in Microsoft Office applications such as Outlook, Word, and Excel.
  • Advanced knowledge of Active Directory, DNS, DHCP, and VMware technologies is required.
  • Experience with Dell and HP physical servers.
  • Understanding of networking principles, including IP addressing and firewall configurations.
  • Experience with enterprise backup solutions is essential.
  • Familiarity with ConnectWise is a plus.
Preferred Certifications
  • MCSA
  • CCNA
  • VCP
  • MS Azure
Work Schedule
  • 8-hour shifts from Monday to Friday.
  • On-call rotation of 7 days, three times a year.
  • Overtime and weekend availability may be required.

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