IT Service Desk Analyst Level 1

**IT Service Desk Analyst Level 1**

**Role Description**

You are a customer service and technical troubleshooting star

**Expectations**
- Provide excellent customer experience.
- Above average ability to troubleshoot & resolve technical issues in a professional and timely manner.
- Effectively communicate with Lux users and Collaborate across all levels of the company.
- Actively contribute to continuous improvement initiatives.
- Adhere to company policies and procedures.
- Comply with safe work practices and health and safety legislation, policies, and procedures.
- Miscellaneous duties as required.
- Keep work areas tidy.

**Responsibilities**:

- Deliver exceptional customer experiences to end users through active listening, problem-solving, root cause identification, timely service delivery, and follow-up.
- Prioritize issues based on severity and immediacy, communicating, and collaborating with team members to proactively solve problems and escalating issues as required.
- Provide technical support for hardware and software issues to employees at all levels of the organization including onsite staff and field staff.
- Diagnose hardware and software issues with a focus on root cause analysis. Document findings when appropriate and formulate the root cause fix to avoid similar issues from recurring.
- Provision and maintain IT Equipment including setup and tracking of hardware & software.
- Configure, maintain and update existing and new user profiles.
- Document relevant procedures and processes related to IT Service Desk, cloud administration, and cybersecurity administration.
- Stay current with emerging trends and technologies related to IT support, cloud computing, and cybersecurity.

**Who you are**
- Minimum of 2 years of relevant IT experience and a proven trac record.
- You have excellent customer service skills and love enabling teams with technology.
- You have awesome IT skills, technically talented and love technology.
- You have excellent troubleshooting skills and possess the technical fundamentals.
- You have a great personality and are seeking an opportunity to take on more responsibility and work independently.
- You are creative, consider multiple options and are open to new ideas.
- You like to undertake lots of different tasks & initiatives in a variety of technologies.
- You are cyber security minded and understand key security concepts.

**Experience & Education**
- Minimum 2-year diploma in a computer-related field that included practical hands-on experience.
- You maintain relevant industry certifications and are actively working towards others. Examples: A+, Microsoft certifications, Cisco, ITIL, etc.
- Minimum of 2 years of experience in an IT Service Desk environment.
- Comfortable escalating issues in a timely fashion.
- Proven problem solver and options generator.
- Minimum of 2 years of experience installing, configuring, and troubleshooting hardware and software. Networking and virtualization fundamentals would be great
- Minimum 2 years of one or more of the following
- Office 365 and Azure services, Windows 10 & 11
- Mobile phones and telephone support
- Working knowledge of patching, software distribution, and security.
- Comfortable with service desk systems for monitoring, ticketing & asset tracking.

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

**Benefits**:

- Company events
- Dental care
- Extended health care
- Life insurance
- On-site parking
- RRSP match

Application question(s):

- Tell us about one of your most challenging service desk tickets and how you resolved it.

**Education**:

- DCS / DEC (preferred)

**Experience**:

- IT Service Desk Environment: 2 years (required)
- Installing, configuring and troubleshooting hard/soft ware: 2 years (required)
- Office 365, Azure, Windows 10 & 11: 2 years (required)
- patching, software distribution and security: 2 years (required)

Work Location: In person