Help Desk Analyst

**About Us**

St.Amant is a non-profit organization, offering programs & services throughout Manitoba which support over 1600 children and adults with developmental disabilities and autism, and their families. We are committed to delivering person and family centered supports through individualized programs and services. St.Amant is guided by its core values of Collaboration, Hospitality, Excellence and Respect.

**Position Summary**:
St.Amant's core values reflect a strong commitment to diversity, equity, and inclusion. St.Amant maintains ongoing commitment to recruiting a diverse and talented workforce which is paramount to supporting the community we serve. Reporting to the Senior Manager, Technology Services and consistent with the Mission, Values and policies of St.Amant, the Help Desk Analyst is a critical role in ensuring the success of St.Amant business and operations.

Exemplifying the mission, vision and values of St.Amant, the Help Desk Analyst works collaboratively with partnered programs while offering employees respectful customer service.

The Help Desk Analyst provides the first level technical support to staff, through the service desk ticketing system, in person or over the phone. The role requires the following.
- Providing technical support on basic software and hardware issues.
- Assisting with the installation of various systems and software.
- Keeping detailed records of specific issues they were asked to assist with.
- Communicating with senior analysts and other IT professionals regarding more complex issues.
- Staying up to date with industry developments.
- Effective customer service skills when dealing with staff.

**Qualifications**:
**Educational**:
Two or more years of progressively responsible related experience and training that provides the required knowledge, skills, and abilities:

- Completion of a related diploma program such as Computer Support Technician Diploma
- One of the following technical certifications would be an asset:

- CompTIA A+
- IT Infrastructure Library (ITIL) Foundation
- Microsoft 365 Certified: Modern Desktop Administrator Associate
- Microsoft Certified Solutions Expert

**Professional**:

- Provide first-line technical support to employees, including troubleshooting and resolving hardware and software issues
- Assist employees with the use of computer systems and software, including training and guidance
- Maintain inventory of all hardware and software assets
- Install and configure new hardware and software
- Keep accurate records of all technical support interactions
- Communicate effectively with employees and management to ensure timely resolution of technical issues

**Personal**:

- Ability to work with mínimal supervision as well as a collaborative team player in a team environment
- Ability to organize and prioritize work in a fast-paced environment
- Ability to generate ideas to improve work procedures and contribute to an environment that fosters growth, development and innovation
- Superb interpersonal ability to establish and maintain positive and productive working relationships with humility and self-awareness
- Ability and willingness to give and receive honest, balanced feedback
- Demonstrates competence and character that inspires trust
- Acts with integrity and respect in all interactions
- Values and commitment to continuous self-growth and professional learning
- Strong customer service orientation
- Effective written and verbal communication skills
- Good problem solving skills
- Works well under pressure

**Responsibilities**:
Consistent with the Mission, Philosophy and Policies of St.Amant, the Help Desk Analyst provides a broad range of quality technical and administrative support activities. Quality services are evident when professional communication, timeliness, accuracy, ethical awareness / sensitivity, confidentiality are consistently demonstrated as required by legislation and program/service standards.

Duties include:

- Installs, configures and upgrades operating systems and software, using standard business and administrative packages
- Troubleshoots and maintains workstations, printers, scanners, telecommunication devices, other IT related hardware
- Arranges hardware support and service with external vendors
- Responds to service requests from remote network locations through onsite support visits or by remote takeover processes
- Supports network users by troubleshooting issues over the phone or through remote connections
- Responds to customer requests for service using Service Desk Incident Management software to ensure effective customer service is maintained and Service Level Agreements are met
- Updates and maintains IT assets and contracts in Service Desk databases
- Performs network identity and account management administration for users and resources through Active Directory
- Provides training and user support related to the operation of installed hardware, software, and devices
- Responds in a time