Help Desk Support

at  Universal Rail Systems Inc

WHO WE ARE:

At Universal Rail Systems our work is getting and keeping Canada’s railway operators in motion – safely and sustainably! We work coast-to-coast, in every railway sector, and on any size project. Our commitment is service excellence and offering our clients exceptional value. Within our team, we call this Doing It Right!

KNOWLEDGE, SKILLS AND ABILITIES :

• Ability to plan and organize activities, tasks, and resources to achieve business goals and objectives within timeframe and budget
• Rapidly adapt to changes in a fast-paced environment and reprioritize based on business initiatives
• Provide world-class customer service during client interactions
• Demonstrated advanced knowledge of IT applications, processes, software and equipment including: Windows Server/Client, MacOS, VMware, Active Directory, Office 365 Admin (Exchange, InTune, Entra, Teams, SharePoint, OneDrive), Duo, Adobe Enterprise, Veeam Backup, Cisco/Meraki networks
• Understanding of ITIL service management concepts
• Strong interpersonal, communication and customer service skills

MAIN PURPOSE OF THE ROLE:

Reporting to the IT Network Manager, the Help Desk analyst is expected to work collaboratively with a small IT team to provide technical assistance on computer systems for our staff coast to coast. This requires in-depth technical knowledge and the ability to communicate effectively to understand client problems and explain proper solutions.

KEY RESPONSIBILITIES :

• Lead the front line of the service desk, taking and resolving cases in an efficient manner
• User account administration
• Installs, configures, and maintains system software
• Provision end user devices: laptops, tablets and phone equipment
• Endpoint management including remote support, and patch management
• Asset management and maintain product lifecycles
• Server and network management
• Utilizing network monitoring solution to support infrastructure and escalate when needed
• Following standard operating procedures, and creating new procedures for resolutions, and when otherwise appropriate
• Recording time accurately in ticketing system, including documenting issue resolution
• Participating in projects to advance department goals
• Participating in On-Call rotation to support staff outside of standard business hours
• We would like to thank all applicants for their interest, but only those selected for an interview will be contacted.Universal Rail Systems is an Equal Opportunity Employer.