Technical Service Desk Analyst

1 week ago

Burnaby, British Columbia, Canada Refrigerative Supply Limited Full time

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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