Help Desk Analyst - Gloucester, Canada - Ontario Medical Supply

Ontario Medical Supply

Verified Company

Gloucester, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Job Title:
Help Desk Analyst

Location:
Ottawa, Ontario

Reports to:
Customer and Store Support Supervisor

No

of Positions:
1

ATR: 4389

Type:
Full Time, Permanent

Salary:
Salary, commensurate with experiences

Benefits:

Yes

Responsibilities:

Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
Ensure Service Centre helpdesk tickets are kept up to date in corporate helpdesk ticketing system
Working with escalation teams and end users to ensure issues are resolved
Install, modify, and repair computer hardware and software
Document standard operating procedures to aid in problem resolution
Create user accounts and managing access control based on company policies
Assist in user administration on various phone systems
Provide staging, installation, ongoing support (e.g. troubleshooting equipment malfunctions) and maintenance of IT equipment for use by internal and external customers
Assist in evaluating hardware and software upgrades
Monitor servers and printers to ensure maintenance and support requirements are met
Maintain IT company asset information
Work with both external vendors and internal stakeholders to maintain customers Service Levels
Participate in various IT projects
Participate in rotating oncall support (weekly)
Travel to our various locations may be required

Skills and Qualifications

Microsoft certification would be an asset
3 years' experience as a Helpdesk Analyst / IT Technician
Experience working with Microsoft Remote Desktop Services, Windows 10
Windows Server 2003/2008/2012 environment is an asset
Experience with Desktops, Laptop, tablets, mobile devices and printers
Knowledge of Office 365, Azure Active Directory and file compression software, backup/restore/imaging utilities, MDM utilities, and various remote software utilities desirable
Understanding of networking protocols, including TCP/IP, DNS, DHCP, VPN
Ability to travel provincially and nationally; valid driver's license and clean abstract required
Excellent problem solving, analytical skills, technical skills and attention to detail
Solid planning and organizational skills including the ability to plan, coordinate, prioritize and monitor a number of responsibilities
Ability to positively communicate with users, customers, and peers both verbally and in writing
Must be able to work individually or with a team in a fast paced, dynamic environment