Help Desk Analyst

**Applications received from this posting may be kept on file for up to one year for consideration in future opportunities**

**About Us**

St.Amant supports over 5,000 people in Manitoba with developmental disabilities, autism and acquired brain injury. We are a not-for-profit organization that offers a wide range of supports for adults, children and their families. Our over 2,000 staff follow a person-centered approach and adapt to the needs of each person and each family. St.Amant is guided by its core values of Collaboration, Hospitality, Excellence and Respect.

St.Amant is committed to fostering a culture of diversity, equity, inclusion and accessibility where everyone is respected, valued and empowered to bring their authentic selves - free from fear of discrimination - while celebrating the diverse identities and experiences that enrich our community. We stand firmly against individual and systemic discrimination and racism as per the Canadian Human Rights Act.

**Position Summary and Scope of Service**

The Help Desk Analyst is responsible for:

- Providing first-level technical support on 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.
- Work within the service desk ticketing system to resolve and escalate requests as required.
- Staying up to date with industry developments.
- Effective customer service skills when dealing with staff.

A vehicle is required for occasional travel to other St.Amant locations within Winnipeg.

**Qualifications**

**Educational**:

- A minimum of two years of progressively responsible experience, along with training, demonstrating the required knowledge, skills, and abilities.
- Completion of a related diploma program, such as a 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.
- Install and configure existing and 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 within the spirit of the Mission & the Philosophy of St.Amant.
- Ability to work harmoniously with all program and service staff, support effective communication, and promote positive employee relationships.
- Commitment to the ongoing development of technical skills.
- Strong customer service orientation.
- Effective written and verbal communication skills.
- Good problem-solving skills.
- Works well under pressure.
- Creative and innovative, with an interest in process improvement.
- 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.
- Install and configure existing and 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.

**Duties and Responsibilities**
- Installs, configures, and upgrades operating systems and software using standard business and administrative packages.
- Troubleshoots and maintains workstations, printers, scanners, telecommunication devices, and other IT-related hardware.
- Arranges hardware support and service with external vendors.
- Responds to service requests from remote network locations through on-site support visits or remote takeover processes.
- Supports network users by troubleshooting issues over the phone or through remote connections.
- Respond to customer requests for service using Service Desk Incident Management software to ensure effective customer service and the meeting of Service Level Agreements.
- Performs network identity and account management administration for users and resources through Active Directory.
- Provides training and user support for installing hardware, software, and devices.

The above information is intended to describe the general nature of this position and is not considered a complete statement of duties and responsibilities. Additional duties and responsibilities may be assigned provided they are consistent with the qualifications identified and fall within the parameters of this role.

We offer a competitive salary and a comprehensive benefits package that includes: Health & Dental Plans, Life Insurance Plans, Long Term Disability, Employer Paid-Employee Assistance Plan, and Employe