Technical Service Desk Analyst
2 weeks ago
About the Role
We are seeking a highly motivated and experienced IT Support Specialist to join our team at Refrigerative Supply Limited. As a key member of our IT department, you will be responsible for providing technical support to our employees and ensuring the smooth operation of our business applications and systems.
Key Responsibilities
- Provide Tier 1 and 2 technical support to our employees, including troubleshooting and resolving technical issues related to hardware, software, and network connectivity.
- First point of contact for incoming support requests, ensuring courteous, timely, and effective resolution of end-user issues.
- Understand and support the technologies used by our company, including Microsoft Office 365, Windows 10, and Azure.
- Resolve problems and liaise with customers to find ways to continually improve services and processes, and keep customers informed on their problem status/resolution.
- Troubleshoot issues and make decisions to assess customer priority and impact, escalating issues to senior support if required.
- Use remote tools and diagnostic utilities to aid in troubleshooting.
- Research solutions through internal and external knowledge bases as needed.
- Setup, deploy, and troubleshoot PCs, peripherals, and printers, etc.
- Identify, prioritize, and perform service requests based on demand and defined SLAs.
- Work with other IT team members to resolve issues and make process improvements.
- Provide IT business and application support services for projects, special tasks, and requests.
Requirements
- Technical Diploma or University degree in Computer Science or related field.
- Microsoft MD100/101, COMPTIA A+, and ITIL certifications desired.
- 2+ years' experience in an End-User Support Role.
- 2+ years supporting Windows 7 and 10 Operating Systems.
- 2+ years supporting Office 365 and Teams.
- 2+ years supporting IT Equipment and Hardware.
- Intermediate knowledge of Azure, Windows Server, Active Directory, Routing and Switching.
- Technical IT Systems and Equipment knowledge & troubleshooting skills required.
- Ability to take direction and follow practices and procedures consistently and accurately.
- Excellent communication and time management skills.
- Ability to work independently as well as in a team environment.
- Intermediate understanding of data warehousing principles, ERP software, SQL, SSRS, and other reporting applications.
Other Responsibilities
- Requires travel throughout Western Canada.
- Follow company policy and procedures.
- Practice honesty and integrity in customer and vendor relations.
- Positively and professionally represent our company.
- Other related duties as may arise.
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