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IT Support Specialist
3 months ago
Compensation: $27.00 to $32.00 hourly
Reporting to the IT Service Center Manager, the Technical Support Analyst plays a crucial role in ensuring the seamless functionality of computer systems, enabling end users to carry out their business operations effectively. This involves receiving, prioritizing, documenting, and actively addressing end user support requests while escalating issues when necessary to meet service expectations.
Key Responsibilities:
- Deliver first-line support for incoming service center inquiries through various channels, ensuring a courteous, prompt, and efficient resolution of user issues.
- Establish rapport and gather comprehensive details regarding service desk customers' concerns.
- Prioritize incidents and service requests in accordance with established protocols to adhere to defined service level agreements (SLAs).
- Accurately document and escalate incidents to the appropriate technician when necessary.
- Maintain records of the service center incident resolution process, including all decisions and actions taken until the issue is fully resolved.
- Utilize remote tools and diagnostic utilities to assist in troubleshooting efforts.
- Conduct research for solutions using both internal and external knowledge bases as required.
- Familiarize oneself with the software and hardware supported by the organization.
- Ensure that antivirus software is installed and that virus definitions are current.
- Manually install approved software requests or utilize a deployment server.
- Test patches to confirm that incidents have been resolved effectively.
- Create help sheets and FAQ documents for end users.
- Contribute to the knowledge base utilized by technicians as necessary.
- Reinforce SLAs to manage user expectations effectively.
- Provide recommendations for ongoing improvement.
- College or university degree in computer science or a minimum of one year of relevant work experience.
- Fundamental understanding of computer hardware.
- Experience with desktop and server operating systems.
- Familiarity with various software applications used in a business context.
- Experience with remote control software.
- Ability to troubleshoot printers, scanners, and other peripherals remotely.
- Experience in supporting mobile devices such as iPhones, iPads, and Android devices.
- Practical knowledge of a variety of diagnostic tools.
- Understanding of ITIL fundamental principles.
- Exceptional written and verbal communication abilities.
- Strong interpersonal skills, emphasizing relationship building, active listening, and effective questioning.
- Excellent documentation skills.
- Bilingual proficiency in French and English is required.
CB Canada is dedicated to connecting highly skilled job seekers with opportunities in leading organizations. We provide contractual, temporary, and permanent placement solutions across various sectors.
CB Canada positions you for success by advocating for your interests and promoting your profile to potential employers. We offer access to top job opportunities, competitive compensation, and benefits, along with free online training resources.
For inquiries, please reach out to your regional office. All job applicants must be authorized to work in Canada.
