Support Desk Analyst

Overview:
**Fountain Tire’s **Information Technology team is looking for a permanent full-time
**Support Desk Analyst** to provide multi-channel support, share knowledge and best practices as well as restore service operations. As this is a Support Desk position it does not have to be located in Edmonton and could be anywhere in Canada however our Head Office is located in South Edmonton.

**What do we offer?**
- Competitive compensation - $55,000-$65,000/year
- Comprehensive health, dental and vision benefits for you and your family including RRSP matching
- Recognition and incentives for your contribution to the organization
- Educational Allowances that support individual growth and development
- Policies and programs that support a balanced lifestyle, including flex days and an easy commute to our office located close to the Calgary Trail and Southside Anthony Henday
- Discounts for you and your family on tires, parts and services at all Fountain Tire locations

**Why Fountain Tire?**
- We are a Platinum Member of Canada’s Best Managed Companies
- We are one of the 10 largest independent tire dealers in North America, and recipient of many Customer Service and Best Business Awards
- We continually strive to expand our operations in existing markets, as well as new markets and currently, we have over 160 stores from BC through Ontario

**Functional Responsibilities**:

- Log Incidents for every support contact and capture accurate and thorough notes on each case
- During the course of troubleshooting, utilize support systems, remote control tools and technical or functional knowledge to resolve customer issues
- Follow logical question practices with users to clarify issues and help determine root cause
- Diagnose and resolve basic network/internet related problems.
- Monitor network outages and work with ISPs to create trouble tickets
- Create, modify and use knowledge articles to speed customer resolutions and provide consistent and reliable support services
- Complete ongoing training to stay current on new technologies and grow a career path
- Work with Tier 2 and Tier 3s to capture and document issue details that will help speed problem resolution
- Handle move/add/change requests for FT users
- Share knowledge and best practices with peers to help ensure the Support Desk team provides consistent and reliable support services
- Provide basic support for printers and other office equipment
- To avoid service interruptions, some work may include: off shift, weekend work and on-call services after normal business hours. Will carry cell phone to facilitate intra-department communications both during and after normal business hours.
- Other duties as required to provide assistance to Desktop Support and Computer Operations
- Implement and maintain service management strategies that align with the ITIL framework
- Follow all defined IS Methods (i.e. Change Management, KT Problem Analysis)
- Keep current with relevant industry news, trends and best practices
- Performance standards will be measured against the Support Desk performance matrix
- Travel may be required to complete projects

**The necessary experience, knowledge, skills and abilities required in the role**:

- Technical certifications or a Diploma in Computer Science and 3 to 5 years experience in a Support Analyst role; a combination of education and experience may be considered
- Extensive proven technical abilities, including logical troubleshooting and problem solving skills
- Excellent communication skills (written and verbal)
- A high degree of customer focus and good attention to detail
- Knowledge of current hardware, software and networking systems, sufficient for resolving issues
- A strong belief and understanding of being a team player in an enterprise environment.
- Ability to multi-task and maintain attention to detail
- Time management and organizational skills
- Preferred experience: Microsoft Office products, Windows OS, Microsoft Dynamics AX