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IT Support Analyst
2 weeks ago
Job DescriptionPosition SummaryAs a member of the IT Operations Team the IT Support Analyst is responsible for providing first line technical support to Emco teammates working out of our over 280 locations across Canada and at our National Support Centre in London, ON. The Tier I IT Support Analyst will ensure Emco teammates are receiving the highest quality of customer and technical support services in adherence with established service levels. This includes remote provisioning of hardware and software for teammates, remote troubleshooting and isolation of hardware, software and network issues reported by teammates and resolution of these issues.The Emco Tier I IT Service Desk team provides Monday through Friday from 7:00 AM ET to 8:00 PM ET support and therefore members of the team must be able to work shifts.This is a full-time position. Only candidates capable of working from the National Support Centre location in London Ontario will be considered. Candidates must be able to work legally within Canada.QualificationsEducation and Experience Post-secondary degree or diploma in compute science or information technology Two (2) years experience in a customer facing IT service desk role Two (2) years experience supporting end user hardware, software, applications, and networking Two (2) years experience supporting end user mobile phones Strong organizational skills with the ability to communicate well both verbally and in writing Technical Knowledge of computer hardware, including desktops/laptops/tablets, mobile phones, printers/copiers Experience with supporting Windows, IoS and Android operating systems Experience with desktop applications, desktop operating systems and server operating systems, including Microsoft Outlook, Microsoft Office Suite, Microsoft Terminal Services (RDP), Active Directory Knowledge of Microsoft 365 Administrator, including Azure Active Directory, Exchange Online, Endpoint Manager Knowledgeable in managing and supporting antivirus system Other Skills Exceptional customer service orientation Sound verbal and written communication skills; bilingual (French and English) is an asset Good listening skills Eager to fully understand end user’s issues, find solutions promptly Building and maintaining positive relationships Solution-oriented focusing on driving end user issues to timely and satisfactory resolution Proactively looking for improvements and efficiencies with a focus on end user experience Supporting established incident management procedures through the incident lifecycle Organized with the ability prioritize and multitask Ability to absorb and retain information quickly Highly self-motivated, self-directed and keen attention to detail Proven analytical, troubleshooting, and problem-solving abilities Experience working in a team-oriented, collaborative environment Additional InformationSalary Range: $50,000 - $55,000 per yearApplicants must be eligible to work from/working in Canada.
