IT Support Analyst

Job Description
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.

Responsibilities
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

Qualifications
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.