Msp Service Desk Analyst Level I

**About IT Force**
IT Force is a well-established IT Managed Services Provider in Burlington, Ontario. Established in 1999, it is our mission to make our client's technology EASY, ACCESSIBLE and SAFE. We manage our client's IT infrastructure including security, backup, cloud solutions and helpdesk support.

We have an impressive customer satisfaction rating as it is our mandate to deliver our clients White Glove Service with Military Precision.

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The Opportunity*
We are looking for a **Service Desk Analyst Level I** to ensure our client’s IT systems are robust, reliable, safe and operate efficiently.

In this role, **you will work in-office and on-site** with your colleagues as well as directly our clients.

Some of the **duties of this role are**:

- Provide basic administration of users and groups for customers' environments
- Prioritizing and resolving IT concerns and escalating serious issues to Systems Administrators for final resolution
- Per our processes, avoid service interruptions by performing system installations, updates, and maintenance procedures
- Preparing training manuals and FAQ materials for easy-access end-user guidance
- Collaborating with internal departments to ensure that IT needs are met

Some of the non-technical **responsibilities of this role are**:

- Maintain service ticket time entries, status updates and other details in real-time
- Ensure service tickets are completed expediently and according to process
- Verify your solution has been tested and the client is satisfied before completing the ticket
- Ensure your solutions adhere to security best practices across client and internal systems
- Encourage clients to complete the CSAT surveys upon completing the ticket.
- Attend and participate in company/team events, meetings and collaborations

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What’s in it for you?*
$40,000 to $50,000 base salary depending on skills and experience
10% Bonus eligibility, reviewed and paid quarterly
Room to grow both technically and in your career

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On-the-job training*
While you work, we will train you, certify you, and make sure you have all the tools to do a great job Some of the certifications you will receive (if you do not already have them) are:

- CompTIA IT Fundamentals (ITF+) Certification
- Microsoft 365 Fundamentals
- HDI Customer Service Representative
- ConnectWise Degrees: Manage Technician, Automate Technician, Control Basics

**Some of the benefits you will receive**:

- Health, Drugs, Dental, Vision, Critical Illness, AD&D, Life & Disability Benefits
- BYOD Smartphone Stipend
- Free breakfast, lunch, snacks, and beverages

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Your Skills & Experience*
We’re looking for someone with at least 1 year of experience in IT Service Desk support, preferably for an MSP.

You should have entry-level experience supporting:

- Microsoft Windows and Linux operating systems, both workstation and server.
- Internal networks including IP addressing, DHCP and DNS
- Virtual environments based on VMWare and Microsoft
- Backup and disaster recovery solutions
- System documentation for clients and internal systems
- Customer Focus - Showing empathy and further seeking to understand your customer’s interests, needs, wants, priorities and situation
- Calming - The ability to significantly reduce or stop someone from feeling upset, angry, anxious, or excited
- Objective - Not influenced by personal feelings, biases, or opinions when representing information or handling a situation
- Thoroughness - Taking great care and attention to detail. Completed in all aspects, without errors or omissions

**Salary**: $40,000.00-$50,000.00 per year