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End User Analyst
2 weeks ago
Job Purpose:
The End User Analyst is responsible for handling IT desktop support, service desk, and basic system administration. This role involves the delivery of technical support for a range of devices, hardware, software, network systems, and other computing-related technologies, ensuring high productivity, continuous improvement, and exceptional customer service.
Key Responsibilities:
- Provide end-user support, triage service desk tickets, desk-side support, remote support, and basic system administration.
- Ensure the resolution of client-level PC, application, mobile, and printer issues.
- Configure end user assets for onboarding, offboarding and as replacements in Incident tickets.
- Assist with desk setups and basic network administration (plug/unplug).
- Collaborate with team members to ensure timely delivery of services and escalate where appropriate.
- Oversee the ITIL-based ITSM lifecycle with Service Desk and customers.
- Follow proper protocol to troubleshoot, update and resolve tickets in the ITSM system.
- Handle high priority tickets in a timely manner.
- Build and maintain relationships with customers and colleagues from other teams.
Qualifications:
- Bachelor’s Degree in a relevant field or equivalent experience.
- A minimum of 2 years' experience in the IT industry.
- Certifications such as Microsoft 365 Certified: Modern Desktop Administrator or equivalent.
- ITIL v3 Foundations certification.
Special Knowledge, Skills, and Abilities:
- Excellent communication skills at all levels.
- Experience with contact center technology tools and ITSM systems such as ServiceNow and FreshService.
- Proficient in installation, configuration, and troubleshooting of Windows 10, Windows 11 and macOS operating systems.
- Experience with Active Directory and Microsoft Entra ID.
- Experience with Microsoft System Center (SCCM) or Endpoint Manager Consoles.
- Familiarity with PC hardware diagnostics and installing user replaceable parts.
- Understanding of Change control and Problem management methodologies.
- Familiarity with maintenance and support of Microsoft 365 suite of applications.
- Proven ability to produce continuous improvement plans with tangible results.
- Advanced skills in PowerShell scripting and developing automation to improve efficiency.
- Valid driver's license.
Work Environment:
- May require physical activities such as lifting (up to 50 lbs.) and working in confined spaces.
- The candidate should be prepared for high-pressure situations, especially during high priority/major incidents.
- The candidate is expected to be on-site at either Smiths Falls or Kincardine locations.
- Availability and willingness to assist after hours as needed.
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