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IT End User Services Analyst
7 hours ago
POSITION SUMMARY The IT End User Services Analyst provides foundational technical support to all users. They assist in analyzing and troubleshooting issues related to end-user computing digital assets (, laptops, desktops, printers, mobile phones) and serve as a point of escalation for incidents that require local resolution. They work alongside the Platform Service Team to support corporate infrastructure and participate in various IT projects. RESPONSIBILITIES Respond to service desk tickets and outages via phone, email, or online systems, ensuring incident management and escalation when necessary. Provide second-level user support for hardware and software issues. Assist in hardware and software installation/configuration according to corporate policies and guidelines. Aid in troubleshooting and diagnosing hardware/software errors. Support PC replacement programs and emergency equipment exchanges. Provide hands-on assistance for IT project implementations. Help with local backup operations in alignment with corporate policies. Maintain confidentiality on all user data and related information. Strong emphasis on White Glove executive support Perform miscellaneous job-related duties as assigned. QUALIFICATIONS A+ certificate or 1-2 years’ experience in an end user support environment 1-3 years of experience in MS Windows desktop operating system deployment. Basic understanding of Software Distribution and Patch Management tools. Experience with ITSM systems like ServiceNow. Basic knowledge of network infrastructure and security principles. PHYSICAL & ENVIRONMENTAL DEMANDS Medium lifting (30 lbs. – 45 lbs.) Frequent standing, kneeling, crawling, stooping, bending, twisting, and climbing (stairs, ladders). TIME TRAVEL REQUIRED 10% The anticipated salary range for this role in the Toronto, ON locality is between $61,650 to $76,950 CAD per year —salary ranges for other geographic localities may vary. Certain roles are eligible for additional rewards, including merit increases, annual bonus and stock. These awards are allocated based on individual performance and are role based. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee’s role. The role is eligible to participate in a comprehensive and competitive benefits program, including medical, dental, disability, PTO, holiday pay, employee and family assistance program, and pension. Additional details about total compensation and benefits will be provided during the hiring process. The successful candidate will embrace Vertiv’s Core Principals & Behaviors to help execute our Strategic Priorities. OUR CORE PRINCIPALS: Safety. Integrity. Respect. Teamwork. Diversity & Inclusion. OUR STRATEGIC PRIORITIES Customer Focus Operational Excellence High-Performance Culture Innovation Financial Strength OUR BEHAVIORS Own It Act With Urgency Foster a Customer-First Mindset Think Big and Execute Lead by Example Drive Continuous Improvement Learn and Seek Out Development
