End User Analyst

2 weeks ago

Kincardine, Canada OnX Canada Full time

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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