IT Service Desk Analyst

Who We Are & What We Do

The Hillman Group services a wide variety of customers in the Automotive, Industrial, Retail and Agricultural channels. We have products in Home Depot, Lowes, Canadian Tire, Walmart and more Have you ever done any home improvement projects? If so, you likely know our products.
The Hillman Group Canada employs over 700 employees in 2 manufacturing facilities and 7 distribution facilities across Canada. We have a great group of professionals whose dedication and teamwork form the backbone of our company.

Summary
The IT Service Desk Analyst is a role the is located in Toronto, Canada in the Hillman Canada head offices. This role follows as hybrid model for scheduling that includes both remote and onsite support (4 days on site). The role may be required to visit other locations located in Scarborough and Milton Ontario and may also be asked to travel out of province. The role reports to IT Leaders working in the US with the IT Service Desk located in the US.
The scope of the role provides first point of contact technical assistance, support, and advice to Company technology users in both US and Canada. In addition to being the first point of contact, the IT Service Desk Analyst also functions as a Deskside Analyst that performs escalated hardware and software troubleshooting that is not resolved via Level I activities. They also work with the company IT vendors on warranty equipment repairs.

**Responsibilities**:
1. Customer Support - Local On Site & Remote
- Provides IT Service Desk support and resolves problems to the end user’s satisfaction
- Monitors and responds quickly and effectively to requests received through the IT Service Portal
- Monitors the queue and processes tickets first-in first-out based priority
- Provides technical support for hardware, software, and systems - this includes but not limited to laptops, desktops, office and facility printers, field devices like palm pilots’ tablets and RF Scanners
- Assists with onsite AV and Hardware support. Ie.Boardroom projectors, speakers etc.
- Provides feedback on company products, processes and/or procedures
- Analyzes problems by using automated diagnostic programs
- Assists with on-boarding of new users - both remote and on-site including desk set up.
- Meets all established IT Service Desk Service Level Agreements (SLAs)
- Documents internal procedures
- Looks for ways to improve and/or optimize IT Service Desk processes

2. Quality Control
- Ensures that quality control standards are met
- Works closely with software engineers and a variety of end users to ensure technical compatibility and user satisfaction
- Maintains and reports asset inventories

3. Technical
- Modifies configurations, utilities, software default settings, etc. for the local workstation
- Manages PC setup and deployment for new employees using standard hardware, images and software
- Assign users and computers to proper groups in Active Directory
- Performs timely workstation hardware and software upgrades as required
- Installs, tests and configures new workstations. peripheral equipment and software
- Maintains inventory of all equipment, software and software licenses
- Strong working knowledge and fundamental operations of Microsoft Windows, Microsoft 365, Active Directory, Desktops, Laptops & Tablets, Printers & Peripherals, Networking Fundamentals
- Strong working knowledge of hardware repair involving the support of Desktops, Laptops & Tablets
- Work with Vendors to identify solutions to uncommon problems

& 4. IT Liaison
- Listens carefully to the customer, ask questions to diagnose the nature of the problem, and then patiently walks the customer through the problem-solving steps
- Employs excellent verbal communications skills
- Employs excellent phone etiquette
- Able to work under pressure
- Able to handle multiple tasks and priorities simultaneously
- Provides ‘self-help’ documentation for customer use

**Education**:

- Bachelor’s Degree in information systems or combination of education and equivalent experience required.

**Qualifications**:
- Minimum 2 years in the information systems industry preferably in the IT Service Desk or Deskside Support areas.
- ITIL Foundation Certified preferred.
- HDI Service Desk Analyst Certified preferred.
- Excellent organizational skills.
- Excellent Customer Service skills for internal and external customers
- Must have excellent problem solving, troubleshooting and analytical competence.
- Excellent time management skills; ability to correctly prioritize and multi-task in a fast-paced environment with multiple deadlines is essential.
- Flexible to differing schedules and project timelines

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We are committed to accommodating applicants with disabilities throughout the recruitment and selection process. Upon request, we will, in consultation with the applicant, determine the nature of any accommodation that may be required.

The Hillman Group Canada ULC