End User Analyst 1

at  OnX Canada

Job Purpose:
This position delivers help and solutions to end users by responding to client PC or mobile related queries or solving first or second level technical problems in person or by remote phone support.

Essential Functions:

• Provide phone remote support for client(s).
• Team queue management (assigning tickets, SLA monitoring).
• Provide Storm response coverage 24/7, including on site, if required. Storm response is called in anticipation of storm and roster is created notifying team members of their shifts / locations.
• Maintain queue of trouble tickets in IT Service Management System (e.g. ServiceNow).
• Responsible for timely and effective closure of hardware and software issues (e.g. application, mobile, printer).
• Assist in PC / laptop configurations - installing operating systems and configuring standard departmental software for onboarding / break fix.
• Able to deploy packaged applications or execute manual application installs on end user computers.
• Execute internal moves (e.g. moving desktop, monitor, etc.) with other departments to ensure minimal downtime.
• Participate in the imaging/setup of multiple types of PC equipment including Dell/HP or MAC

Education:
Four years of High School or equivalent

Certifications, Accreditations, Licenses:

• Microsoft 365 Certified: Fundamentals considered an asset.

RELEVANT WORK EXPERIENCE:

0 to 2 years in related field

Special Knowledge, Skills and Abilities:

• Experience in customer service and/or technical support considered an asset.
• Ability to install/configure and troubleshoot a wide range of technical applications.
• Knowledge of Microsoft Windows 10 or 11 Operating Systems.
• Familiarity with Active Directory and Microsoft System Center (SCCM) or Endpoint Manager Consoles considered an asset.
• Strong communications and interpersonal skills, required to communicate action items taken to resolve IT-related issues to end-users in easily understood terms.
• Familiarity with Service Now ticketing system or other related ticket systems considered an asset.
• Familiarity with PC hardware diagnostics and installing user replaceable parts.

Supervisory Responsibility:
This position does not have any supervisory responsibilities

Work Environment:

• Work onsite full-time in an office environment within HRM.
• Must be able to travel 0-20% with province.
• Valid NS driver’s license.
• Requires the use of cell phone for communications during regular and after business hours.
• May require after hours/weekend work during extreme weather.
• Considerable amount of lifting (up to 50 lbs.), walking, and keyboard data entry required.
• Working in confined spaces under and around desks.

• Provide phone remote support for client(s).
• Team queue management (assigning tickets, SLA monitoring).
• Provide Storm response coverage 24/7, including on site, if required. Storm response is called in anticipation of storm and roster is created notifying team members of their shifts / locations.
• Maintain queue of trouble tickets in IT Service Management System (e.g. ServiceNow).
• Responsible for timely and effective closure of hardware and software issues (e.g. application, mobile, printer).
• Assist in PC / laptop configurations - installing operating systems and configuring standard departmental software for onboarding / break fix.
• Able to deploy packaged applications or execute manual application installs on end user computers.
• Execute internal moves (e.g. moving desktop, monitor, etc.) with other departments to ensure minimal downtime.
• Participate in the imaging/setup of multiple types of PC equipment including Dell/HP or MA