Bilingual IT Support Analyst - Tier 1

at  EMCO Corporation

Company Description
With over 115 years of experience, EMCO Corporation is a leading national wholesale distributor of plumbing, HVAC, waterworks, and industrial products to the construction industry. We provide quality and cutting-edge products that help support residential, commercial and infrastructure initiatives across Canada.
At EMCO Corporation, we are committed to providing sustainable solutions to our customers and communities in which we live and serve. Our talented and passionate team members are the key to our success. We empower our team members to act like owners and make a difference within our business through striving for innovation and providing excellence in customer service.
We offer a fun, fast-paced and dynamic workplace. We work as a team, share core values, and support each other’s growth and development. As our teammate, you will have the opportunity to continually develop your skills through ongoing training, have the opportunity to be innovative and try new things, and work alongside passionate colleagues with diverse backgrounds and experiences. We are a team of enthusiastic individuals who are dedicated to meeting and exceeding the needs of the customers we serve.
Job Description

EDUCATION AND EXPERIENCE

• Bilingual (English/French) is required for this role.
• Two (2) years experience in a customer facing IT service desk role
• Two (2) years experience supporting end user hardware, software, applications, and networking
• Two (2) years experience supporting end user mobile phones
• Strong organizational skills with the ability to communicate well both verbally and in writing
• Knowledge of computer hardware, including desktops/laptops/tablets, mobile phones, printers/copiers
• Experience with supporting Windows and Android operating systems
• Experience with desktop applications, desktop operating systems and server operating systems, including Microsoft Outlook, Microsoft Office Suite, Microsoft Terminal Services (RDP), Active Directory
  Additional Information
  Applicants must be eligible to work from/working in Canada.
  EMCO is an equal opportunity employer and is committed to maintaining a discrimination, harassment, and barrier free workplace where all employees can contribute to their fullest potential. EMCO is committed to diversity, equity, and inclusion in our workplaces. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, colour, creed, place of origin, sex, sexual orientation, gender, gender identity, gender expression, religion, family or parental status, or any other characteristic protected by the law. We welcome applications from all minority group members, women, Aboriginal persons, persons with disabilities, members of sexual minority groups, neurodiversity, and others who may contribute to the further diversification of ideas.
  EMCO is an equal opportunity employer and is committed to maintaining a discrimination, harassment, and barrier free workplace where all employees can contribute to their fullest potential. EMCO is committed to diversity, equity, and inclusion in our workplaces. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, colour, creed, place of origin, sex, sexual orientation, gender, gender identity, gender expression, religion, family or parental status, or any other characteristic protected by the law. We welcome applications from all minority group members, women, Aboriginal persons, persons with disabilities, members of sexual minority groups, neurodiversity, and others who may contribute to the further diversification of ideas

• Intake of end user support inquiries
• Logging support inquiries and related activity through the support incident lifecycle
• Day to day monitoring, tracking and coordination of service desk incidents
• Prioritization and resolution of support inquiries per the established support service levels
• Initial triage and management of end user hardware, software or network issues
• Strive for first call resolution
• Collaborating with the Tier II Support and IT Operations team members when issues cannot be cleared directly
• Maintain computer end user hardware, software, mobile phones, and configurations
• Provision and support maintenance of end user accounts, permissions and passwords
• Provision and support maintenance of mobile and VOIP phones
• Work Emco hardware provider on procurement and provision of new end user hardware
• Triaging issues with office equipment such as copiers, printers, fax machines
• Perform other related activities, as necessary or as assigned.
  Qualifications