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IT Technical Analyst
2 weeks ago
ABM Integrated Solutions is searching for people that are interested in working with a growing and innovative company We want people who aren't afraid to challenge the status quo, are committed to growing and learning, actively participate in idea generation and problem solving, and work collaboratively to get results
The IT Service Desk Analyst role is responsible for providing operational systems support for internal and external customer environments. The Service Desk Analyst will provide user-friendly professional end-user desktop, software, and technical support by efficiently and effectively diagnosing, troubleshooting, and resolving customer issues. This individual will apply proven communication, analytical and problem-solving skills to help identify, communicate, and resolve system issues to maximize the benefit of IT systems investments. There will be a requirement to participate in after hours on-call support.
Job Responsibilities:
- Deliver technical service and support to users via incident management software.
- Interact with end-users to gather information to categorize their request and evaluate and analyze problems and issues.
- Diagnose and resolve technical issues adhering to established processes and procedures.
- Accurately maintain end-user documentation and incident tickets.
- Provide regular communication and follow up to customer's and end users.
- Manage service requests and incidents in accordance with Service Level Agreements.
- Escalate or redirect incidents and service request as per established procedures.
- Work as a contributing member in a team environment including other technical support teams and external vendors.
Requirements:
- Diploma in Computer Service/Support or equivalent combination of formal industry recognized training.
- Experience supporting users and desktop environments in a technical service/help desk environment.
- Experience or familiarity with Incident Management Software.
- Proven proficiency, diligence, and aptitude in a customer facing technical support role.
- Exceptional customer service focus.
- Positive and professional interpersonal skills.
- Independently resolve problems and proactively communicate solutions.
- Ability to manage multiple incidents simultaneously in a fast-paced technical environment.
- Effectively gather, analyze, diagnose, and communicate information.
Knowledge/Skills:
- Windows Server administration and maintenance experience.
- Knowledge of LAN/WAN environments and concepts such as TCP/IP, DHCP, DNS, Active Directory.
- Remote Delivery of Applications.
- Computer/software installation, maintenance, configuration, and troubleshooting.
- Experience with Microsoft Office 365 and other Cloud technologies.
- Linux Server experience would be considered an asset.
Job Types: Full-time, Permanent
Pay: From $40,000.00 per year
Benefits:
- Company events
- Company pension
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care
- Wellness program
Work Location: In person
