Service Desk Analyst I

4 days ago

Prince George, British Columbia, Canada College of New Caledonia Full time
Job Summary

The College of New Caledonia is seeking a highly skilled Service Desk Analyst I to join our IT team. As an initial point of contact for IT Services, you will be responsible for recording, triaging, escalating, or resolving user service and incident requests in a timely and professional manner.

Key Responsibilities
  1. Preliminary Investigation and Troubleshooting: Provide initial investigation, troubleshooting, and diagnosis of user issues to ensure prompt resolution.
  2. Ticket Management: Record, resolve, and escalate tickets to appropriate technicians based on responsibility matrix and escalation guidelines.
  3. Desktop Image Deployment: Follow procedures to create and deploy desktop images based on provided requirements.
  4. Knowledgebase Management: Create knowledgebase articles documenting resolution procedures for common issues that are later reviewed for quality.
  5. Asset Management: Validate asset details and asset ownership in the asset system as part of user interactions.
  6. Asset Deployment and Recycling: Order, recover, prepare for redeployment, and distribute assets based on procedures.
  7. Inventory Verification: Perform inventory verification activities following a pre-set schedule or plan.
  8. Asset Disposal: Perform recycling or disposal of assets that have reached end-of-life or have been determined to no longer provide value to the College.
  9. Reporting and Analysis: Produce reports and perform analysis to aid in asset management.
  10. IT Initiatives and Service Interruptions: Communicate IT initiatives and service interruptions to the College community via email and other channels.
  11. Software Licensing and System Documentation: Maintain software licensing database and system documentation.
  12. A/V and Telephony Support: Assist with the setup, troubleshooting, and collection of audio/visual equipment for short events and long-term installations.
  13. Network and Telephony Support: Assist with installation and troubleshooting of analog and digital phone and video conferencing systems.
  14. Enterprise Systems User Account Management: Execute enterprise systems user account management activities, such as setting up user accounts and passwords, and retrieving user information.
  15. Test Planning and Execution: Execute test plans for new hardware and software systems to ensure functionality meets specifications.
  16. IT Project Participation: Participate in IT projects to ensure that goals, objectives, and stakeholder commitments are met.
  17. Application Setup and Configuration: Follow best practices on the setup and configuration of applications.
  18. Network Troubleshooting: Troubleshoot simple network issues using tools such as nslookup, ping, tracert, and ipconfig.
  19. DNS and DHCP Configuration: Configure DNS and DHCP settings on end-user devices.
  20. Identity and Access Management: Perform pre-defined maintenance actions on Identity and Access Management technology infrastructure.
Requirements
  1. Education: Recognized two (2) year diploma in Computer Information Systems, Information Technology, Electronics Engineering or equivalent.
  2. Experience: 6 months or more current experience working with IT support services performing user issue resolution, service request fulfillment, and user device management.
  3. Preferred Experience: Experience in post-secondary education or the public sector is preferred.
  4. Technical Skills: Experience using ticketing and knowledgebase systems to provide updates and solutions to service requests.
  5. Communication Skills: Ability to provide advice and training resources to end-users in a professional manner.
  6. IT Framework: Experience with an IT Framework such as ITIL (Information Technology Infrastructure Library).
  7. Image Provisioning and Management: Experience with PXE (Preboot Execution Environment) and Microsoft Intune image provisioning and management.
  8. Decision Making: Ability to make decisions on your teams' behalf while working with other groups inside and outside the College.
  9. Problem Investigation and Recording: Ability to investigate and record operational requirements and problems.
  10. Scripting and Automation: Ability to read and execute basic shell scripts such as batch files and PowerShell to automate administrative tasks.
  11. Telephony and A/V Support: Ability to install and work with a variety of telephony and A/V cables (CAT6, RJ45, HDMI, USB, etc.).
  12. VoIP and Video Conferencing: Ability to manage VoIP and video conferencing systems in an enterprise environment.
  13. Drive Encryption: Experience with the use and configuration of drive encryption tools such as BitLocker.
  14. Information Legislation: Understanding of information legislation, such as the Freedom of Information and Protection of Privacy Act (FIPPA) and the Personal Information Protection Act (PIPA).
  15. Network Concepts: Understanding of network concepts and terminology like connections, sessions, sockets, packets, IP address assignment, gateways, and DNS.
  16. Signal Switching and Cabling: Understanding of signal switching, device casting, and RF/IR transmission technologies.
  17. Cabling Requirements: Understanding of cabling requirements and limitations.
  18. Service Excellence and Teamwork: Demonstrated commitment to service excellence and teamwork.
  19. Communication and Interpersonal Skills: Ability to work effectively and cooperatively with a diverse group of individuals or departments.
  20. Excellent Communication Skills: Excellent communication skills, both written and verbal.

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