Help Desk Analyst - Winnipeg, Canada - St

Verified Company

Winnipeg, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

About Us
St.

Amant is a non-profit organization, offering programs & services throughout Manitoba which support over 1600 children and adults with developmental disabilities and autism, and their families.

We are committed to delivering person and family centered supports through individualized programs and services. St.
Amant is guided by its core values of Collaboration, Hospitality, Excellence and Respect.

Position Summary:

St.
Amant's core values reflect a strong commitment to diversity, equity, and inclusion. St.

Amant maintains ongoing commitment to recruiting a diverse and talented workforce which is paramount to supporting the community we serve.

Reporting to the Senior Manager, Technology Services and consistent with the Mission, Values and policies of St.
Amant, the Help Desk Analyst is a critical role in ensuring the success of St.
Amant business and operations.

Exemplifying the mission, vision and values of St.
Amant, the Help Desk Analyst works collaboratively with partnered programs while offering employees respectful customer service.

The Help Desk Analyst provides the first level technical support to staff, through the service desk ticketing system, in person or over the phone.

The role requires the following.

Providing technical support on basic software and hardware issues.
Assisting with the installation of various systems and software.
Keeping detailed records of specific issues they were asked to assist with.
Communicating with senior analysts and other IT professionals regarding more complex issues.
Staying up to date with industry developments.
Effective customer service skills when dealing with staff.

Qualifications:

Educational:

Two or more years of progressively responsible related experience and training that provides the required knowledge, skills, and abilities:

Completion of a related diploma program such as Computer Support Technician Diploma
One of the following technical certifications would be an asset:
CompTIA A+
IT Infrastructure Library (ITIL) Foundation
Microsoft 365 Certified: Modern Desktop Administrator Associate
Microsoft Certified Solutions Expert

Professional:

Provide firstline technical support to employees, including troubleshooting and resolving hardware and software issues
Assist employees with the use of computer systems and software, including training and guidance
Maintain inventory of all hardware and software assets
Install and configure new hardware and software
Keep accurate records of all technical support interactions
Communicate effectively with employees and management to ensure timely resolution of technical issues

Personal:

Ability to work with mínimal supervision as well as a collaborative team player in a team environment
Ability to organize and prioritize work in a fastpaced environment
Ability to generate ideas to improve work procedures and contribute to an environment that fosters growth, development and innovation
Superb interpersonal ability to establish and maintain positive and productive working relationships with humility and selfawareness
Ability and willingness to give and receive honest, balanced feedback
Demonstrates competence and character that inspires trust
Acts with integrity and respect in all interactions
Values and commitment to continuous selfgrowth and professional learning
Strong customer service orientation
Effective written and verbal communication skills
Good problem solving skills
Works well under pressure

Responsibilities:

Consistent with the Mission, Philosophy and Policies of St.
Amant, the Help Desk Analyst provides a broad range of quality technical and administrative support activities.

Quality services are evident when professional communication, timeliness, accuracy, ethical awareness / sensitivity, confidentiality are consistently demonstrated as required by legislation and program/service standards.

Duties include:

Installs, configures and upgrades operating systems and software, using standard business and administrative packages
Troubleshoots and maintains workstations, printers, scanners, telecommunication devices, other IT related hardware
Arranges hardware support and service with external vendors
Responds to service requests from remote network locations through onsite support visits or by remote takeover processes
Supports network users by troubleshooting issues over the phone or through remote connections
Responds to customer requests for service using Service Desk Incident Management software to ensure effective customer service is maintained and Service Level Agreements are met
Updates and maintains IT assets and contracts in Service Desk databases
Performs network identity and account management administration for users and resources through Active Directory
Provides training and user support related to the operation of installed hardware, software, and devices
Responds in a time