Helpdesk IT Support Analyst - Edmonton, Canada - MSP Corp

MSP Corp

Verified Company

Edmonton, Canada

4 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

We are seeking a positive, resourceful, and dedicated IT Technician who constantly strives to deliver the highest quality of service and exceed customer expectations.

As a member of our Service Team, you will be responsible for providing day-to-day support for customer user support requests, investigating incidents, and providing troubleshooting expertise to resolve issues as they arise.

Our fast-paced and demanding environment provides an excellent opportunity to gain valuable experience with a variety of information technologies.

Responsibilities:

Provide Tier 1 level IT support and problem resolution to customers onsite and through remote technical support.
Tier 2 would be an asset.
Maintain and troubleshoot user desktops, peripherals, mobile devices, printers, and networking hardware.
Prioritize, manage, and resolve enduser incidents, service requests, and other daytoday tasks.
Log all incidents and enduser requests and resolve or escalate to a senior technician.
Share afterhours support on a rotating basis with your colleagues.
Employee flexibility is required to meet the demands of the business.
Answer, evaluate, and prioritize helpdesk requests for assistance from users experiencing problems with hardware, software, networking, and other computerrelated technologies.
Provide phone and inperson support to local and remote site endusers on a variety of issues.
Identify, research, and resolve technical problems while tracking and monitoring the problem to ensure a timely resolution.
Configure, personalize, and position workstations for remote site users. Maintain, upgrade, or replace hardware and software systems.
Adhere to IT Services Policies, Procedures, and Guidelines.
Work with Active Directory to create, modify, and delete users.
Work with DNS, DHCP servers, as well as VMware virtualization technologies.
Ability to lift heavy IT equipment, including but not limited to desktops, printers, workstations, and UPS, etc., up to 50 lbs without assistance.
Drive, climb stairs and ladders, crawl under desks, reach above your head, operate small hand tools, lift and carry equipment.

Qualifications:

Presentable, professional image.
Strong customer service, communication (verbal and written), and team collaboration skills.
Active listening skills.
Class 5 driver's license with a reliable vehicle.
2 years of PC hardware/software support experience.
2 years of experience with networking and server support.
Remote access troubleshooting.
Print server management.
Active Directory, VPN, storage, and backup technologies.
VMware, Exchange, SQL would be an asset.
A+ and ITIL certifications.
N+ would be an asset.

Requirements:

Related Post-Secondary Education or College degree.
2+ years of experience in a desktop support role or system admin role.
Strong analytical and problemsolving skills.
Ability to work both independently and as part of a team.
Valid driver's license, reliable transportation, and the ability to lift up to 50 lbs.
Knowledge of current Microsoft environments, including Windows 7, Windows 8, Windows 10, Windows Server 2012, 2016, 2019, Exchange server.
Proficiency with Microsoft Office products (Outlook, Word, Excel).
Advanced knowledge of active directory, DNS, DHCP, Print server, Adsync, Ad migrations (FSMO), VMware Vcenter, and ESXi servers is required.
Working experience with Dell, HP physical servers.
Knowledge of networking is required, such as basic IP addressing, setting up routers, switches, VPN configurations, and other firewalls such as Cisco, Fortinet, etc.
Knowledge of enterprise backup solutions is required.

Desirable Certifications: