Help Desk Specialist with Technical Support

4 weeks ago


Ottawa, Ontario, Canada TEEMA Full time
Job Title: Tier 2 Deskside Support/Infrastructure Analyst

Overview:

TEEMA's IT Department is seeking a skilled Infrastructure Technology Analyst to join our Tier 2 Deskside Support team. As a key member of our team, you will provide computer support services to users across the organization, addressing technical incidents and problems, and working with various software and hardware platforms.

Key Responsibilities:

  • Act as liaison with field service personnel to identify and resolve system hardware and software problems.
  • Provide support for stable, reliable desktop systems to the user community.
  • Use the corporate Service Management tool to provide exceptional technical and user support via telephone, email, and online-based tools.
  • Enter, prioritize, and manage Incidents and Service Request tickets, ensuring timely updates for users.
  • Use customer service skills to communicate effectively with end users using corporate telephony and messaging tools.
  • Perform analysis, troubleshooting, and resolution of end-user technology issues and escalate when required.
  • Maintain knowledge and expertise in Microsoft Windows 10, Active Directory, SCCM, and Office 2016/O365 administration.
  • Continually maintain and upgrade technical capabilities and knowledge.
  • Creates and maintains department procedures, user guides, and support documentation.
  • Participate in technical testing and projects as directed.

Requirements:

  • Security clearance at the Reliability Status level and pass security assessment for the Controlled Goods Program.
  • Diploma or degree in related studies and a minimum of 1 year of providing support in a Deskside Support or Help Desk environment.
  • Work schedule is typically Monday to Friday, with a minimum of 3 days onsite per week.
  • Good team player with the ability to work well with others and demonstrate a professional demeanor.
  • Strong analytical and problem-solving skills with the ability to identify root causes.

Salary/Rate Range: $60,000 – $70,000 annually CAD



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