Helpdesk IT Support Analyst

We are seeking a positive, resourceful, and dedicated IT Technician who constantly strives to deliver the highest quality of service and exceed customer expectations. As a member of our Service Team, you will be responsible for providing day-to-day support for customer user support requests, investigating incidents, and providing troubleshooting expertise to resolve issues as they arise. Our fast-paced and demanding environment provides an excellent opportunity to gain valuable experience with a variety of information technologies.

**Responsibilities**:

- Provide Tier 1 level IT support and problem resolution to customers onsite and through remote technical support.
- Tier 2 would be an asset.
- Maintain and troubleshoot user desktops, peripherals, mobile devices, printers, and networking hardware.
- Prioritize, manage, and resolve end-user incidents, service requests, and other day-to-day tasks.
- Log all incidents and end-user requests and resolve or escalate to a senior technician.
- Share after-hours support on a rotating basis with your colleagues.
- Employee flexibility is required to meet the demands of the business.
- Answer, evaluate, and prioritize helpdesk requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
- Provide phone and in-person support to local and remote site end-users on a variety of issues.
- Identify, research, and resolve technical problems while tracking and monitoring the problem to ensure a timely resolution.
- Configure, personalize, and position workstations for remote site users. Maintain, upgrade, or replace hardware and software systems.
- Adhere to IT Services Policies, Procedures, and Guidelines.
- Work with Active Directory to create, modify, and delete users.
- Work with DNS, DHCP servers, as well as VMware virtualization technologies.
- Ability to lift heavy IT equipment, including but not limited to desktops, printers, workstations, and UPS, etc., up to 50 lbs without assistance.
- Drive, climb stairs and ladders, crawl under desks, reach above your head, operate small hand tools, lift and carry equipment.

Qualifications:

- Presentable, professional image.
- Strong customer service, communication (verbal and written), and team collaboration skills.
- Active listening skills.
- Class 5 driver's license with a reliable vehicle.
- 2 years of PC hardware/software support experience.
- 2 years of experience with networking and server support.
- Remote access troubleshooting.
- Print server management.
- Active Directory, VPN, storage, and backup technologies.
- VMware, Exchange, SQL would be an asset.
- A+ and ITIL certifications.
- N+ would be an asset.

**Requirements**:

- Related Post-Secondary Education or College degree.
- 2+ years of experience in a desktop support role or system admin role.
- Strong analytical and problem-solving skills.
- Ability to work both independently and as part of a team.
- Valid driver's license, reliable transportation, and the ability to lift up to 50 lbs.
- Knowledge of current Microsoft environments, including Windows 7, Windows 8, Windows 10, Windows Server 2012, 2016, 2019, Exchange server.
- Proficiency with Microsoft Office products (Outlook, Word, Excel).
- Advanced knowledge of active directory, DNS, DHCP, Print server, Adsync, Ad migrations (FSMO), VMware Vcenter, and ESXi servers is required.
- Working experience with Dell, HP physical servers.
- Knowledge of networking is required, such as basic IP addressing, setting up routers, switches, VPN configurations, and other firewalls such as Cisco, Fortinet, etc.
- Knowledge of enterprise backup solutions is required.

Desirable Certifications:

- MCSA
- CCNA
- VCP