Service Desk Analyst

1 week ago

Brampton, Canada Konica Minolta Full time

IT Weapons, a division of Konica Minolta Business Solutions (Canada) Ltd. is a managed IT services, cloud solutions and consulting firm that has won over 30 awards for service excellence and technical leadership, and are ranked among the top 50 IT service providers in North America.

We're doing well, and we're growing - and now looking to add another great person to our (already awesome) Service Desk team.

**Responsibilities**
- Provide front-line support for both hardware and software issues via telephone or remote assistance in a timely manner
- Root cause analysis for end user problems
- Escalating technical support issues internally and externally with manufacturers (Microsoft, Dell)
- Monitoring client IT systems to ensure maximum efficiency and minimize downtime
- Following up on ongoing support issues and communicating developments to clients
- Assisting in the maintenance of the IT Weapons Data Centre as assigned
- Assuming the 24/7 Technical Escalation Service Desk on-call duties as scheduled/required
- Create Technical Documentation
- Server patching and testing
- Submit regular time sheet entries
- Ongoing professional development and industry certification

**Requirements**:

- Troubleshooting Citrix and LAN/WAN connectivity issues
- Active Directory and Microsoft Exchange administration
- Support for Windows Server, BlackBerry Enterprise Server
- Familiarity with server virtualization (VMware, Microsoft System Center)
- Mobile device support (iOS, BlackBerry, Android)
- NOC (Network Operating Centre) monitoring and client communication
- Service ticket administration and time entries
- Onsite desk-side support
- VoIP phone system troubleshooting and support
- Hardware configuration - setting up computers, thin client, iPad’s, etc.
- Bilingual (French) optional

**Education/Certifications**
- University Degree and/or related Technical Diplomas are encouraged

**Working at IT Weapons**

In between our efforts, triumphs, late nights, and dedication to our clients, comes a fast-paced, team-oriented and friendly culture that helps drive the success of our organization. An open concept office and centralized meeting areas help create a casual and collaborative atmosphere. Neckties are cut loose on day one to help emphasize our unique philosophy. Staying fast, efficient, and flawless is our competitive edge. Our team-first approach extends far beyond typical business hours. IT Weapons runs our own internal basketball league, we play weekly competitive hockey, and hosts multiple social events throughout the year. We cut loose with barbecues, poker nights, an annual company retreat, catered gourmet lunches, and more. A team that plays together wins together.

KM

LI-DNI

LI-DNP

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