Help Desk Analyst

Umbrella I.T. Services is a growing managed service provider that has been in business for 9 years. We help our clients leverage technology to meet their unique goals. We focus on building and maintaining long-term relationships with our clients by providing them with pro-active, process-based I.T. services that they can rely on while developing their own organizations.

With a recent focus on growth, our CEO was seen on CTV Morning Live, attended Forbes 30 Under 30 and aims to expand Umbrella I.T. Services operations without compromising quality of service for our clients.

We believe in empowering our team members with the skills, certifications and mindsets they need to succeed in the world as we grow the company together. Everyone is given the freedom to develop personally and professionally.

**About you**:
Are you a driven individual looking to develop your passion for technology, expand your knowledgebase, and provide businesses and organizations with innovative I.T. solutions while working with a growth-oriented team? If so, this opportunity could be for you

Umbrella I.T. Services is looking to hire a senior help desk technician that will provide on-site and remote support for our client's systems, networks, cloud platforms and users while developing a set of processes alongside our network administrators, system administrators and the rest of the team to support our growing client base.

**Description of duties**:

- Understand our operational structure and offered services
- Document daily activity and updates to assets in our ticketing system
- Develop guidelines and procedures for staff and client reference
- Provide on-site and remote technical support to clients with a friendly, patient attitude
- Administrate and maintain laptops, workstations, networking equipment, backups, cloud systems and security solutions
- Maintain cloud service platforms such as RMM platform, Office 365, G Suite and others
- Develop innovative I.T. solutions and documentation to meet clients needs with our CEO and department leads

**Skills and requirements**:

- Valid drivers license and a vehicle (MANDATORY)
- Full-time availability
- Experience with the following technology:
Cloud Services
- Google Workspace
- Microsoft 365
- Off-site backup solutions
- On-site backup solutions
- RMM Software
- PSA Software

Software
- Windows 10
- Mac OS 10.6.8+
- Anti-Virus software
- Remote support software

Servers
- Windows Server 2012, 2016, 2019
- Synology
- QNAP
- 3CX

Networking
- Cisco
- Ubiquiti
- UniFi

**Personal attributes**:

- **Problem solver**: Able to think critically and resolve issues independently
- **Articulate**:Able to communicate complex technical ideas in layman’s terms to clients and staff
- **Detail oriented**: High in conscientiousness and takes pride in one’s work
- **Team Player**: Enthusiastic, professional and positive attitude
- **Pro-Active**: Superb organizational skills and attention to detail
- **Driven**: Looking for a flexible place to work that encourages a growth mindset

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Extended health care
- Flexible schedule
- Paid time off (4+ weeks per year)
- Vision care
- Work from home (3+ days per week)
- Commuter benefits

**Application process**:
**Salary**: $60,000.00-$85,000.00 per year

**Benefits**:

- Casual dress
- Commuter benefits
- Company events
- Dental care
- Extended health care
- Flexible schedule
- On-site parking
- Paid time off
- Vision care
- Work from home

Schedule:

- 8 hour shift
- Monday to Friday
- Weekend availability

Supplemental pay types:

- Bonus pay
- Commission pay

Work Location: Hybrid remote in Vancouver, BC