Service Desk Analyst

Overview:
We are looking for a Service Desk Analyst to join our dynamic and highly collaborative team. As a Service Desk Analyst, you will be responsible for providing front-line support over the phone for hardware and software related issues or remote assistance, performing root cause analysis for end user and server-related problems, monitoring client IT systems to ensure maximum efficiency and minimizing downtime, creating and updating technical documentation, and escalating technical support issues internally and externally with manufacturers and vendors.

Join IT Weapons, a division of Konica Minolta Business Solutions (Canada) Ltd. - a leading managed IT services, cloud solutions and consulting firm that has won over 30 awards for service excellence and technical leadership and is ranked among the top 50 IT service providers in North America.

**Responsibilities**:

- Provide front-line support for both hardware and software related issues via telephone or remote assistance in a timely manner.
- Perform root cause analysis for end user and server-related problems.
- Monitor client IT systems to ensure maximum efficiency and minimize downtime.
- Follow-up on ongoing support issues and communicate developments to clients.
- Escalate technical support issues internally as required.
- Create support cases externally and follow up with vendors as required.
- Create and update technical documentation.
- NOC (Network Operating Centre) rotation duties (Monitoring client environments for alerts).
- Assume the service desk evening / weekend duties based on a rotational schedule.
- Identify and remediate security-related incidents.
- Submit regular time sheet entries.
- Ongoing professional development and industry certification

Qualifications:

- University Degree and/or related Technical Diplomas are encouraged.
- Good understanding of networking fundamentals and troubleshooting skills.
- Strong troubleshooting skills for LAN / VPN connectivity issues for workstations.
- Strong troubleshooting skills for WAN connectivity issues for sites.
- Familiarity with server virtualization (VMware and Azure).
- Knowledge of remote access solutions: Citrix, FortiClient VPN, RAVPN administration, MS Always-On VPN.
- Familiarity with security fundamentals, SPAM filtering, AV administration, endpoint detection and response (EDR).
- Ability to use ticketing system for tracking client incidents/requests, service ticket administration and time entries.
- Supporting cloud-based telephony / VOIP solutions.
- Legally eligible to work permanently in Canada.
- Stable and consistent home internet connection.
- *Bilingual (French) optional*

KM

About Us:
**About Konica Minolta Canada**:
Konica Minolta’s journey started 150 years ago, with a vision to see and do things differently. We innovate for the good of society and the world. The same purpose that kept us moving then, keeps us moving now. Konica Minolta Business Solutions (Canada) Ltd. is reshaping and revolutionizing the workplace to achieve true connectivity through the Intelligent Connected Workplace portfolio. Its business technology offerings include IT Services, intelligent information management, video security solutions and managed print services, as well as office technology and industrial and commercial print solutions. Through its ongoing work, the company is fortunate to be continuously recognized for its products and services. This includes, but is not limited to being included on CRN’s MSP 500 list numerous times; named a finalist in the IT Software Category by The World Technology Awards; recognized as the #1 Brand for Customer Loyalty in the MFP Office Copier Market by Brand Keys and presented with Keypoint Intelligence’s BLI 2021 A3 Line of The Year and BLI 2021-2023 Most Colour Consistent A3 Brand Awards for its bizhub i-Series.

**Au sujet de Konica Minolta Canada**:
Konica Minolta a entamé son parcours il y a 150 ans, avec la volonté de voir et de faire les choses autrement. Elle innove pour le bien de la société et du monde entier. Et c’est toujours cet objectif qui l’anime, hier et aujourd’hui. Solutions d’affaires Konica Minolta (Canada) Ltée transforme et révolutionne les bureaux pour créer une véritable connectivité grâce aux solutions pour un milieu de travail connecté et futé. Parmi ses technologies d’affaires, on retrouve des services de TI, la gestion intelligente de l’information, des solutions de sécurité vidéo et des services d’impression gérés ainsi que des technologies de bureau et des solutions d’impression industrielle et commerciale. Par ses efforts soutenus, l’entreprise a la chance d’être continuellement reconnue pour la qualité de ses produits et services. Par exemple, elle a figuré de nombreuses fois au palmarès CRN des 500 fournisseurs de services gérés; a été finaliste dans la catégorie des logiciels de TI aux World Technology Awards; a été reconnue par Brand Keys comme la marque