Helpdesk Support Analyst

at  InSync

We are looking for a Helpdesk Support Analyst for a 4-month contract position, with possible extensions in Okotoks, Alberta. Must be legally entitled to work in Canada.

Required Skills and Experience

• 3-5 years of experience as a helpdesk/ support analyst
• Ability to use computer and related software programs to accomplish assigned task
• Basic knowledge of circuit boards, processors, electronic equipment & computer hardware & software
• Effective written and verbal communication skills
• Problem-solving, analytical, interpersonal communication, organizational skills; able to plan and manage a schedule

ROLE DESCRIPTION

The Helpdesk Support Analyst’s role is to provide front-line desktop and computer support services. The ideal candidate will have specialized support knowledge related to hardware, software, and configuring computers.

Responsibilities

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
• Diagnose and resolve technical hardware and software issues
• Triage, Log, track, and manage support tickets through a helpdesk ticketing system
• Utilize remote access tools to assist users with technical problems
• Install, modify, and repair computer software
• Image laptops and desktops, smartphones and tablets (IOS, Android) using predefined process
• Wiping and removing necessary drives from older hardware to be recycled
• Assist in hardware setup, replacement, repair and maintenance
• Setup, test and Deploy computers, laptops, smartphones and tablets to end users and associated peripherals (monitors, Keyboards, Mice, Headsets, webcams)
• Working with the Network and Cyber Security teams to ensure all systems and software are updated with the latest patches and updates
• Working with Network team to Diagnose and resolve network connectivity issues on various devices
• Document issues and their resolutions to be referenced by other team members in the future
• User Training: Provide guidance and training to users on computer systems at onboarding time and continuously on an as-needed basis
• Working with the Network and Cyber Security teams to ensure device compliance with security policies and procedures
• Assist users with password resets and access issues.
• Escalate complex issues to Network specialist or specialized departments
• Deliver excellent customer service and maintain a high level of user satisfaction.
• Utilize corporate Intune MDM to monitor and Manage endpoint devices such as laptops, desktops, smartphones (IOS, Android), tablets (IOS, Android)
• Creation of staff accounts in Org Active Directory using predefined process. Following defined process to offboard staff accounts
• Provide end user support for regular council and committee meetings. Be an individual to escalate issues that arise to Network team or AV contractor on an as needed basis
• ON Call: be able to take rotating on call to support business needs on an as needed basis
• Provide end user support, maintenance and troubleshooting on corporate printers.

Required Skills and Experience

• 3-5 years of experience as a helpdesk/ support analyst
• Ability to use computer and related software programs to accomplish assigned task
• Basic knowledge of circuit boards, processors, electronic equipment & computer hardware & software
• Effective written and verbal communication skills
• Problem-solving, analytical, interpersonal communication, organizational skills; able to plan and manage a schedule.

Please note that while all applications are appreciated, only candidates selected for interview will be contacted.
InSync Systems Inc. is a privately-owned boutique Canadian Resourcing and Consulting Services Company that works closely with a range of corporate clients across multiple industries to bring them solutions that effectively address their business needs