IT Service Desk Analyst

**IT Service Desk Analyst** **-** **(**251704061**)**

**Description**

**Title**: IT Service Desk Analyst
**Location**: Mississauga (Hybrid)

**Who We Are**:
Just Energy is a consumer company focused on essential needs, including electricity and natural gas; health and well-being, such as water quality and filtration devices; and utility conservation, bringing energy efficient solutions and renewable energy options to consumers. Currently operating in the United States and Canada, Just Energy serves both residential and commercial customers. Just Energy is the parent company of Amigo Energy, Filter Group Inc., Hudson Energy, Interactive Energy Group, and Tara Energy.

The IT Service Desk Analyst will be a member of a team of highly skilled hands-on individuals tasked with supporting Just Energy’s corporate users and endpoints. As an expert troubleshooter, the Analyst will lead investigation and resolution of support incidents.

**Responsibilities**:

- Independently drive technical infrastructure projects to support corporate initiatives. Coordinate efforts with other teams and external vendors to deliver quality solutions to the business.
- Manage and Operate Azure AD, Active Directory, Office 365, SCCM, BitLocker (MBAM), Antimalware, VMware horizon View
- Microsoft BitLocker Administration and Monitoring (MBAM) administration and trouble shooting.
- Exchange Hybrid administration, experience with online mailbox migration
- Active Directory administration, user and group creation, working with GPO
- Managing Mobile Devices and remote workforce using Endpoint management software such as Microsoft Intune.
- Maintain corporate endpoints (remote and in office) compliant with security best practices and software updates.
- Installs, assembles and configures telephony or computer peripherals such as printers, scanners and related hardware.
- Makes hardware and software acquisition recommendations, including helping users assess requirements and providing justification for equipment and services.
- Conducts moves, adds and changes within the respective end user computer and telephony systems.
- Follows documented operational procedures for the production operation of all monitored systems and software, including network, telephony and server services.
- Promptly creates and documents all incident tickets for all reports of information system problems including system unavailability, unacceptable response time, unauthorized access, missing files, and virus infections.
- May initiate the problem management process through escalation.
- Resets fixed passwords, reinstalls virtual private network (VPN) software, and otherwise reinitializes user access control mechanisms, after the involved user has adequately authenticated his or her identity.
- Manage and prioritize outstanding service issues and provide communications on progress.
- Responsible for Help Desk tools & systems - machine imaging, problem reporting system, inventory system.
- Cloud Service administration and support - Salesforce, etc.
- Anti-Virus and Anti-Malware administration and response.
- Wireless network support
- Mobile device administration and support - iPhone, android, hot spot devices.

**Requirements**:

- 2-4 years of relevant work experience
- Solid understanding of the ITIL framework.
- Demonstrated experience operating and troubleshooting in a Microsoft environment. Windows10/11 and Office 365. Support experience of Office 365, OneDrive, Teams
- Working knowledge of Active Directory User and Computers and Microsoft Exchange.
- Knowledge of installing, configuring, upgrading, troubleshooting and repairing applicable software, hardware and peripherals.
- Support of VDI (Virtual Desktop Infrastructure) and/or Citrix is an asset
- Ability to work in high pressure, fast-paced environments following standard operating procedures and policies.
- Creative problem solver.
- Good team player and fast learner.
- Excellent customer service and organizational skills to support executives, department heads, supervisors, administrative personnel, engineers and staff. Ability to explain technical concepts and procedures to non-technical users.
- Strong time management skills.
- Strong communication and interpersonal skills.
- Strong Documentation skills
- Powershell and PowerBI experience is a strong asset
- Must be able to work independently with minimum supervision and be willing to take on a variety of tasks while also knowing how to prioritize and delegate tasks to others appropriately
- Must be flexible and adaptable and be able to adjust in changing work environment and proactively recommend areas for change and improvement
- Experience working with teams from different time zones is a strong asset
- Must be able to work during prearranged shifts.
- Ability to lift 30 pounds
- Comfortable with occasional racking/un-racking equipment and connecting physical cables
- Administrating BMC remedy force ITSM, including building workflows
- 2+ year exper