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IT Support Analyst

2 weeks ago

Thunder Bay, Ontario, Canada The Redpath Group Full time
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.

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