IT Analyst - Kitchener, Canada - ApplyBoard

ApplyBoard

Verified Company

Kitchener, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

The Opportunity:
Our growing IT Service Desk is looking for an IT Analyst to join the team.

You are a diverse IT professional, responsible and accountable for Internal customer support, troubleshooting and resolution of daily support incidents and user requests.

Provisioning access and addressing configuration changes, you take pride in supporting teams that use a variety of SaaS tools.

You are a versatile member of the team, you are ready to jump in to support the System Engineers, Asset Management team and your team of Tier 1 and 2 IT Analysts.

A Critical thinker who enjoys solving problems, and thinks outside of the box to assess problems and provide functional, efficient solutions.

This is a great chance to make your mark in a maturing IT organization and grow your technical skills.

What you'll be doing every day:

Facilitate the day-to-day IT Service Desk customer support operations
Provide exceptional customer service through active listening, troubleshooting and resolution of support requests
Using your knowledge of ITIL to ensure current best practices and policies are being followed
Support the IT Service Desk as a technical escalation resource
Create and edit high-quality technical documentation
Technical SME and ownership of IT systems and SaaS platforms as assigned by the IT Manager
Work closely with the Tier 1, Tier 2, Asset management and System Engineering teams to ensure industry-leading technical support
Engage as a technical resource in configuration, implementation and rollouts of new technologies being added to our stack.
Standardized process and procedural analysis, review, development
A willingness to step in and perform a variety of tasks to support the IT Service Desk, like new-hire onboarding, access provisioning, termination and offboarding, account management, audit and report development.

What you bring to the table:

Expertise in technical documentation creation, related to ITSM and technical procedures
Experience with IT Service catalog development and administration
Experience with administration of Document repositories and Wiki tools like Confluence and Zendesk Guide
More than five years of experience in customer support and administration IT systems such as: Google Workspace, Active Directory, Office 365, Adobe suite, Workspace One, Amazon Workspaces, FrontApp, Atlassian Products (Confluence, Jira), Zendesk or other ITSM platforms.
Experience working with Mobile Device management platforms
Configuration, Deployment and support of Mobile devices, Cell phones and VOIP telephony
Experience in supporting multiple communication platforms such as: Google Meets, Basecamp, Zoom, Slack
Experience in managing and tracking IT assets (Hardware and Software)
Working knowledge Microsoft and Mac OS platforms
A demonstrated working knowledge of VDI or DaaS technology, specifically AWS Workspaces or VMWare Horizon
An eye for identifying, troubleshooting and solving complex enterprise problems with IT systems and solutions
Experience in supporting customer submitted incidents through Zendesk
Capability for critical thinking, complex decision making and engaging in the resolution of ambiguous tasks

Ideally, you also have experience with some of the following:

Certifications in AWS, Google Workspace, VMWare, Microsoft, or similar
Experience or training as a technical writer
Working knowledge of Spreadsheet and reporting dashboard development
Experience in requirements analysis, development and implementation of Standard Operating procedures
Knowledge of Scripting languages such as: Powershell, Python, Java Script

What We Offer:

The opportunity to have an impact on a product that is positively affecting change to thousands of students lives every day
Working alongside a brilliant and globally diverse team based in Kitchener/Waterloo, Gurgaon and many other Global regions
Great compensation and benefits package to keep you healthy and happy

LI-BO1

Life at ApplyBoard:
By joining our team, you have the opportunity to:

Join the fastest-growing technology company in Canada, with many opportunities for growth and advancement
Work alongside a globally diverse team of over 1,500 team members based in over 25 countries, who speak more than 75 languages.
Make a difference in the lives of thousands of students as they explore educational opportunities
Want to learn more about ApplyBoard, read our
Life at ApplyBoard Blog

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LinkedIn page

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About ApplyBoard

ApplyBoard was named the fastest-growing technology company in Canada by Deloitte, ranking #1 on the Technology Fast 50 list in 2019 and #2 in 2020.

ApplyBoard was also been named to LinkedIn's list of Top Startups in 2020 and 2021 and TechTO's list of top Canadian Rocketship companies to accelerate your career in the Tech Industry.

In 2021, ApplyBoard announced a C$375M Series D funding on a C$4B valuation. This funding will allow us to further invest in our tech