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IT Support Analyst

6 hours ago

Thunder Bay, Ontario, Canada Redpath Mining Contractors and Engineers Full time

Reporting to the Global IT Manager, we are seeking a detail-oriented, thorough, and organized IT Support Analyst to join our team. In this position, you will play a key role in providing support for all areas of IT for Redpath Mining Inc. You will update systems, troubleshoot problems, and provide hands-on client support for IT issues within our organization.

Health and Safety:

  • Having the authority and responsibility to maintain a safe and efficient working environment
    Following Company health and safety standards and reporting any unsafe acts or conditions

General:

  • Ensure client systems, software, and mobile devices are up to date through system monitoring and regular upgrades
  • Utilize ticketing system (Service Now) for all support requests, incidents, and change requests.
  • Effectively track assets and software distribution
  • Monitor and maintain network and server assets
  • Assist with the design, implementation, and support of new software and features
  • Oversee troubleshooting for system errors
  • Provide technical support either by phone, remote access, or site visits as needed
  • Respond to IT issues, hardware maintenance, software, networking, etc.
  • Evaluate connectivity issues with equipment, and software
  • Set up equipment for new users
  • Perform data backups
  • Install and update network system improvements as needed
  • Provide client computer, asset tracking/deployment, network, antivirus, and application support.
  • Provide VOIP & Teams telephony support
  • The duties and responsibilities listed above are representative of the nature and level of work assigned and are not necessarily all inclusive

Working Conditions

  • Works in a comfortable indoor office environment
  • Exposure to deadlines, multiple demands, distractions/interruptions

Physical Demands

  • Sitting for long periods of time
  • Frequent requirement to lift/handle material or equipment of a moderate weight
  • Occasionally required to move or lift light material or equipment
  • Regular need to give close attention to what is happening

Mental Demands

  • Mental effort to deal with multiple deadlines, accuracy, and multi-tasking
  • Frequent contact with employees experiencing various issues outside of normal working hours
  • Providing maintenance after hours and on weekends as part of an oncall rotation

Effort

  • Operate computer, respond to inquiries, present information, read documentation, resolve conflicts, problem solve

Education

Required: College diploma in Business, Information Technology or related experience.

Preferred: University degree in Business, Information Technology or related experience.

  • ITIL, CompTIA A+, CompTIA Net+ certification, or related IT certification preferred.
  • Previous experience as a help desk technician, computer technician, or IT support.

Work Experience:

Required: 24+ months' experience, possibly through co-op placements.

Preferred: 4 years' experience.

Computer Skills

  • Hardware & software pertaining to network configuration, business operations and security
  • MS Office, Microsoft Teams
  • SharePoint
  • E-mail
  • Fax/Printer/Photocopier Equipment
  • VoIP & Teams Telephone Systems

Knowledge Required

  • Technical knowledge of existing network infrastructure and software policies
  • Exceptional technical documentation skills
  • Ability to present ideas in a user-friendly language
  • Keen attention to detail
  • Proven analytical and problem-solving abilities
  • Ability to configure networked printing and imaging devices
  • Ability to troubleshoot both hardware and software issues
  • Ability to prioritize and execute tasks in a high-pressure environment
  • Ability to work independently and collaboratively
  • Excellent written and oral communication skills
  • Excellent interpersonal skills
  • Exceptional service orientation
  • Strongly self-motivated and directed
  • Ability to work both independently and collaboratively

Additional Information:

  • Occasional amount of domestic and international travel may be required.
    Overtime and occasional weekend work required.
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