End User Support Analyst

We are looking for full time **Term**(approximately 4 months)**End User Support Analyst** to join our team in our **Head**Office**in Saskatoon.**Under the supervision of the IT Director, provides information technology support and troubleshooting.**It is a great opportunity for individuals who wants to be part of a collegial team that promotes a collaborative and respectful working environment.

**Why work for us?**
In addition to your competitive salary, our generous and comprehensive benefit package includes employer’s paid extended health & dental family coverage; paid sick time; three weeks of paid vacation at the start, plus scheduled or earned days off (12 SDOs or 26 EDOs per year for support staff and 12 SDOs per year for lawyers); 14 Statutory holidays; pension match 6.35%; relocation assistance if applicable and more. For more information visit: _legalaid.sk.ca/about/careers/_

**Primary Responsibilities**
- Responsible for end user support, IT equipment deployment and maintenance.
- Responsible for eTicket incident response, remediation and escalation if required.
- Monitors SOC dashboard and responds to alerts and coordinates with Area Offices and travels to deploy IT equipment as needed.
- Assists in the development and maintenance of standardized workstation builds.
- Creates and maintains knowledge-base of self-help articles for users’ when repetitive support tasks are identified.
- Develops documentation to assist end users in use of IT equipment.
- Develops intimate knowledge of IT policies and procedures and assists in developing and updating them as needed.
- Responsible for adds moves and changes to VoIP and active directory systems as directed.
- Maintains CMDB, incident ticket queue, and asset management systems.
- Responsible for mobile device management using MDM & MAM software.
- Assists in the research and evaluation of current and emergent technologies, and participates in the integration and implementation of those technologies.
- Assists in the development of technical solutions to meet the needs of users IT requirements.
- Assists with disaster recovery if required.
- Provides end user hands on training as required.
- Remain apprised on software and hardware alerts and industry trends and anticipate issues when possible.
- Reviewing the daily systems backups and immediately addressing any failures.

**Other Duties and Responsibilities**
- May be assigned other related information technology administrative support duties
- Ability to lift and maneuver IT equipment up to 50 pounds.
- Travel throughout Saskatchewan required at least once per year, and as needed at the request of an Area Office for technical support.

**Knowledge/Education/Experience**
- Strong interpersonal skills required. Ability to support users remotely and in person effectively.
- High school graduation, as well as relevant Microsoft & Network certification preferred.
- Minimum of 2 years of previous related experience.

**Assets**:

- Demonstrated skill in advanced trouble-shooting and problem solving.
- Familiarity with Agile IT framework an asset.
- General knowledge of desktop, server & mobile device operating systems and O365.
- Demonstrated knowledge of data communication/security.

**Core Competencies**Leadership**: willingness and ability to accept responsibility. Ability to communicate effectively and respectfully with co-workers. Shows empathy and care for others. Treats people fairly, and is committed, skilled and responsible.-
**Dependability and Reliability**: dependability to handle duties and assignments and whether committed, skilled and responsible. Consider punctuality and use of working time.**Quality of work**: correctness and degree of excellence of work performed based on the job description and expectations of the position.
**Initiative**:extent of independent thinking and action and willingness to do more than is expected.**Cooperation and attitude with clients**: manner of handling client interactions. Strives to serve clients, shows empathy, and treats clients fairly and with respect.**Adaptability and change management**: understanding and willingness to adapt to organizational changes. Willingness and ability to learn new technology, new processes, responsibilities.