IT Service Desk Analyst Ii

6 days ago

Edmonton, Canada AutoCanada Inc. Full time

**Job Title**: Service Desk Analyst Tier II

**Location**:AutoCanada Head Office - West Edmonton**

**About the Role**:
As a Tier II Service Desk Analyst, you will be a key member of our Technical Support Services team, providing exceptional technical support to our internal customers. You will be responsible for troubleshooting and resolving complex technical issues across a range of hardware and software platforms. This role requires a strong technical aptitude, excellent problem-solving skills, and a customer-centric approach. This is an in-office role with some flexibility to work remotely with prior approval from a manager.

**Responsibilities**:

- Diagnose and troubleshoot complex technical issues related to:

- Desktop operating systems (Windows, macOS)
- Applications (Microsoft Office/365 Suite, etc.)
- Network connectivity
- Hardware (laptops, desktops, printers, mobile devices)
- Escalate complex issues to higher-level support teams when necessary.
- Document all support interactions and resolutions in the ticketing system.
- Proactively identify and resolve recurring issues.
- Participate in knowledge base content creation and maintenance.
- Assist with the deployment and maintenance of IT equipment and software.
- Participate in on-call rotation as required.

**Qualifications**:

- 2+ years of experience in a technical support role.
- Strong understanding of Windows and macOS operating systems.
- Experience with troubleshooting network connectivity issues.
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Strong problem-solving and analytical skills.
- Ability_ _to prioritize and manage multiple tasks effectively.
- Experience with ticketing systems (e.g., ServiceNow) is a plus.

**Nice to Haves**:

- Experience with Cloud-based services (e.g., AWS, Azure, GCP)
- Experience with scripting languages (e.g., PowerShell, Bash)
- Experience supporting car dealerships or other automotive-related businesses.
- Experience with CDK (Cox Automotive) systems
- Worked with Google Workspace environment
- Bilingual in English and French would be an asset
- Class 5 Driver’s License

**Recommended Certifications**:

- A+ or equivalent experience
- Microsoft Certifications (e.g., Azure Associate)
- Google Certifications (e.g., Google IT Support Professional)

**Who we are**:
AutoCanada is a publicly traded multi-location automotive dealership group operating in both Canada and the United States and headquartered in Edmonton. The multi-location dealership model enables AutoCanada to serve a diversified geographic customer base providing a range of services to customers including new and used vehicle sales, financing, leasing, automotive service and repair, collision repair, and parts sales. Founded in 2006, AutoCanada has expanded significantly and continues to grow.
- For more information about AutoCanada, check out _autocan.ca_, _Instagram_, _Facebook_._
- To apply, please submit your resume and cover letter on the Careers portion of our website._

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