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Help Desk Analyst
3 weeks ago
Overview:
At Noble, we help our customers’ businesses succeed by investing in our most important asset: our teammates
**Start a rewarding career at our Head Office as a Help Desk Analyst**
The Help Desk Analyst is responsible for providing technical assistance and support relating to Noble’s computer systems, hardware and software. Monitor and maintain the computer systems and networks within Noble in a technical support role.
**What We Offer You**:
- Internal growth opportunities
- Access to training and development programs
- Comprehensive benefits package:
- Medical & Dental coverage
- Pension and RRSP contribution opportunities
- Additional insurance coverage
- _ Become a part of the close-knit Noble family_
**Responsibilities**:
- Answer helpdesk tickets and support calls and be part of a 24x7 on-call helpdesk rotation
- RF terminal management including configuration, imaging and external support ticket management
- Print Server management and troubleshooting
- Mobile Device Management support using SOTI (IOS and Android)
- Following agreed procedures receives requests for assistance from users in a pleasant and professional manner.
- Ensures that requests for assistance are properly logged, assigned and responded to in a timely manner and according to agreed standards and procedures.
- Establishes and maintains change control procedures for the Support Team, ensuring that these are incorporated into the routine workflow procedures.
- Ensures adherence to escalation procedures. Responds to escalated, complex and high impact user calls in a timely fashion.
- Responsible for software and hardware inventory count, distribution, repossession and vendor communication.
- Provide helpdesk support and resolve problems to the end user’s satisfaction.
- Monitor and respond quickly and effectively to requests received through the IT helpdesk.
- Monitor and triage Footprints for tickets assigned to the queue and process first-in first-out based on priority.
- Modify configurations, utilities, software default settings, etc. for thin clients and laptops.
- Document internal procedures and add solutions to knowledge base.
- Assist with onboarding of new users.
- Install, test and configure new workstations, peripheral equipment and software
- Maintain inventory of all equipment, software and software licenses.
- Manage laptop setup and deployment for new employees using standard hardware, images and software.
- Assign users and computers to proper groups in Active Directory.
- Manage printers and print queues in Windows and Linux environments.
- Other duties as assigned.
Qualifications:
**Must Haves**
- Completion of university degree or college diploma in a related field
- Minimum two (2) years' experience working in a Help Desk environment with coordination responsibilities
- Strong experience in Microsoft 365, Exchange 2019, and Active Directory & Basic Functions
- Knowledge and experience with ticketing systems (i.e. FootPrints)
- Experience writing reports
- Unsurpassed attention to detail
- Strong communication skills; ability to convey messages in an organized, clear, and effective manner
- Ability to prioritize and organize multiple tasks in a high volume, fast-paced environment
- Strong interpersonal skills, with the ability to effectively build positive relationships with team members
- Ability to produce accurate work as a result of attention to detail
**Nice to Haves**
- Experience in a Citrix environment
Who We Are:
From our beginning as a plumbing supplier, Noble has grown to serve the trade in HVAC, Hydronics, Industrial, and Fire Protection. From construction through to maintenance and renovation, we offer an incredible assortment of leading brands.
While we’ve grown and continue to expand, one thing about Noble that hasn’t changed is our commitment to delivering the best service in our industry.
Today, we still judge our success by our customers’ successes. That’s why our teammates are passionate about providing exceptional customer experiences and delivering the best value-added service in the business.
When you join Team Noble, success is in store for you, too
As a Noble teammate you have the opportunity to develop the knowledge and skills consistent with our business. We provide the resources, training, and opportunities to thrive.- We thank all applicants for their expression of interest. Those who are shortlisted for further review will be contacted directly._
