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IT Technical Analyst

3 weeks ago

Burnaby, Canada Hitachi Rail Full time

About Us

A career at Hitachi Rail will help create a legacy. With operations in every corner of the world, our work goes to the cutting-edge of digital transformation and technology. From the multi-cultural strength of our global organisation to the sustainable and innovative ways we work to bring people together, there’s something for everyone to get stuck into. And that’s where you come in.

Burnaby, British Columbia, Canada (On-Site)

The Level I Service Desk Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations.

Key Responsibilities

  • Alert management to emerging trends in incidents

Operational Management-

  • Build rapport and elicit problem details from service desk customers- Prioritize incidents and service requests according to defined processes to meet defined SLAs- Escalate incidents with accurate documentation to suitable technician, when required- Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution- Use remote tools and diagnostic utilities to aid in troubleshooting- Research solutions through internal and external knowledgebase as needed- Identify and learn appropriate software and hardware used and supported by the organization- Develop help sheets and FAQ lists for end users- Contribute to technician knowledgebase as needed- Reinforce SLAs to manage end-user expectations- Provide suggestions for continual improvement

Required Skills and Experience

  • College diploma or university degree in the field of computer science and/or 3 years equivalent work experience- Extensive Knowledge of basic computer hardware and Software and peripherals- Knowledge in Active Directory and Azure- Experience with desktop and operating systems, Win 10- Win 11-
  • Working knowledge of a range of diagnostic utilities and ticketing systems- Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills- Strong documentation skills- Fluent in English written and oral communication skills- Ability to conduct research into a wide range of computing issues as required- Ability to absorb and retain information quickly- Ability to present ideas in user-friendly language- Highly self-motivated and directed- Keen attention to detail- Proven analytical and problem-solving abilities- Ability to effectively prioritize and execute tasks in a high-pressure environment- Exceptional customer service orientation

Preferred Skills and Experience

  • Certifications in CompTIA- Familiarity with the fundamental principles of ITIL

Salary Range: $56,775.24-$65,652.38

The Company provides an extensive benefits program for all full-time employees working 24 or more hours per week and their eligible dependents, including the following:

  • Health, Dental and Vision plans - 100% of premiums are company-paid- Retirement Savings Plan with a company contribution and a match, and without vesting period- Company paid holidays - 3 weeks of vacation, Christmas closure, personal days and sick days- Maternity/Parental/Adoption top up pay- Annual Incentive plan- Company provided Life Insurance, STD and Employee Assistance Plan

At Hitachi Rail, there is a place for everyone. We welcome and value differences in background, age, gender, sexuality, family status, disability, race, nationality, ethnicity, religion, and world view. It is our commitment to create an inclusive environment - we are proud to be an equal opportunity employer.

We would be delighted if you would be one of our followers at

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