IT Support Specialist
2 weeks ago
Established for over 40 years, MYRA Systems has been a trusted provider of innovative IT solutions and technology infrastructure to our customers in the region.
About the RoleWe are seeking a highly skilled Windows Technical Analyst to join our team in Victoria or on Vancouver Island. As a Technical Analyst, you will be responsible for delivering exceptional technical assistance and support to our customers, ensuring prompt resolution of IT-related issues.
Salary and BenefitsThe salary for this position is $64,000 per year. In addition to a competitive salary, we offer a range of benefits, including opportunities for professional development and a supportive work environment.
Key Responsibilities- Provide first-line support and troubleshooting for hardware, software, and network-related issues.
- Respond to inquiries via phone, email, or ticketing system in a timely and professional manner.
- Assist in the setup, configuration, and maintenance of various applications, including MS Office, Multi-Factor Authentication (MFA), Client VPNs, printers, etc.
- Collaborate with senior technicians and Service Delivery Managers to escalate complex issues and ensure swift resolution.
- Document all support interactions and resolutions quickly and accurately within the ticketing system.
- Assist in maintaining Service Level Agreement (SLA) compliance by addressing issues within established timelines.
- A minimum of 3 years' previous experience or knowledge of helpdesk operations and procedures.
- Must be fluent in English and Spanish.
- Familiarity with Service Level Agreements (SLAs) and adherence to ticketing systems.
- Proficiency in supporting a broad range of applications, such as MS Office suite, MFA, Client VPN connectivity, printer configurations, and Microsoft Windows troubleshooting.
- Proficiency using ConnectWise Manage PSA.
- ITIL 4 Foundation Certification.
- Strong problem-solving skills and the ability to diagnose and resolve technical issues effectively.
- Excellent communication and interpersonal skills with a customer-centric approach.
- A proactive and self-motivated attitude towards learning new technologies and processes.
- Relevant certifications or coursework in IT-related fields.
- Experience with additional operating systems beyond Microsoft Windows.
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