Help Desk Analyst

2 weeks ago

Gloucester, Canada Ontario Medical Supply Full time

**Job Title**:Help Desk Analyst
**Location**:Ottawa, Ontario
**Reports to**:Customer and Store Support Supervisor
**No. of Positions**:1
**ATR**: 4389
**Type**:Full Time, Permanent
**Salary**:Salary, commensurate with experiences

**Benefits**: Yes

**Responsibilities**:

- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
- Ensure Service Centre helpdesk tickets are kept up to date in corporate helpdesk ticketing system
- Working with escalation teams and end users to ensure issues are resolved
- Install, modify, and repair computer hardware and software
- Document standard operating procedures to aid in problem resolution
- Create user accounts and managing access control based on company policies
- Assist in user administration on various phone systems
- Provide staging, installation, ongoing support (e.g. troubleshooting equipment malfunctions) and maintenance of IT equipment for use by internal and external customers
- Assist in evaluating hardware and software upgrades
- Monitor servers and printers to ensure maintenance and support requirements are met
- Maintain IT company asset information
- Work with both external vendors and internal stakeholders to maintain customers Service Levels
- Participate in various IT projects
- Participate in rotating on-call support (weekly)
- Travel to our various locations may be required

**Skills and Qualifications**
- Microsoft certification would be an asset
- 3 years’ experience as a Helpdesk Analyst / IT Technician
- Experience working with Microsoft Remote Desktop Services, Windows 10
- Windows Server 2003/2008/2012 environment is an asset
- Experience with Desktops, Laptop, tablets, mobile devices and printers
- Knowledge of Office 365, Azure Active Directory and file compression software, backup/restore/imaging utilities, MDM utilities, and various remote software utilities desirable
- Understanding of networking protocols, including TCP/IP, DNS, DHCP, VPN
- Ability to travel provincially and nationally; valid driver’s license and clean abstract required
- Excellent problem solving, analytical skills, technical skills and attention to detail
- Solid planning and organizational skills including the ability to plan, coordinate, prioritize and monitor a number of responsibilities
- Ability to positively communicate with users, customers, and peers both verbally and in writing
- Must be able to work individually or with a team in a fast paced, dynamic environment

**Job Types**: Full-time, Permanent

**Benefits**:

- Casual dress
- Company events
- On-site parking

Schedule:

- Day shift
- Monday to Friday

Work Location: One location

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