IT Support Analyst Ii

2 weeks ago

Winnipeg, Canada Clear Concepts Full time

We're looking for an **IT Support Analyst II** in **Winnipeg** to join our team.

Clear Concepts is an IT award-winning company based in Winnipeg. We have been in business for over 20 years, assessing, deploying, and maintaining technology for business and non-profit organizations in Healthcare, Education, Transportation, etc. not only in Winnipeg but throughout Western Canada.

Our diverse team consists of people who thrive on the excitement of collaboration and the discovery of new opportunities.

We are looking for an **adaptable**, **self-motivated**, and **passionate** IT Support Analyst II. This role is very client-focused, requiring excellent communication skills, strong attention to detail and a professional image, as you will play a key role in supporting our high-profile clients.

**Education and Work Experience**:

- Degree or diploma in a computer-related program at an accredited technical college Or equivalent certifications
- 2+ years of experience in a technology environment or similar role
- Previous experience in a customer services role is considered an asset
- Previous work for a Managed Service Provider is considered an asset

**Qualifications and Skills**:

- An up-to-date IT qualification (Microsoft, Cisco, CompTIA etc.)
- A recent Microsoft Associate certification (or equivalent) is considered an asset
- Excellent verbal and written communication skills in English
- Excellent customer services and interpersonal skills
- Attention to detail

**Knowledge**:

- Software & Hardware configuration and troubleshooting
- Microsoft networking troubleshooting operations
- MS Office 365 administration (Exchange Online, Office Online Apps, OneDrive for Business, and Teams)
- Configuration and troubleshooting of Windows 10 & 11
- Troubleshooting of Windows Server 2016, 2019 & 2022
- Android and iPhone iOS
- MacOS

**Abilities**:

- Ability to follow instructions, both written and verbal
- Ability to creatively problem solve
- Ability to work under pressure in a time-sensitive environment
- Ability to priorities and multitask based on changing priorities
- Ability to work independently and seek out assistance as required

*Driving license is considered an asset

What you will do
- Work on escalated tickets
- Consult user guides, technical manuals and other documents to research and implement solutions
- Reproduce, diagnose, and resolve technical problems encountered by clients, where required providing advice and training to clients
- Work to resolve client’s technical issues within the SLA provided
- Accurately log the support provided and time taken in the helpdesk software
- Pick up tickets from the appropriate ticket queue
- Document solutions to the technical problems experienced in our internal knowledgebase
- Work with the team to maintain our client’s documentation
- Assisting with the smooth operation of all aspects of the Managed Services team
- Work as part of a shift rotation to provide support for all our client
- Clear concepts is committed to creating a diverse environment and is proud to be an equal opportunity employer._

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

**Benefits**:

- Casual dress
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care

Schedule:

- 8 hour shift

Work Location: In person

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