ABOUT YOU:

Are you a driven individual looking to develop your passion for technology, expand your knowledgebase, and provide businesses and organizations with innovative I.T. solutions while working with a growth-oriented team? If so, this opportunity could be for you!

ABOUT US:

Umbrella I.T. Services is a growing managed service provider that has been in business for 11 years.
We help our clients leverage technology to meet their unique goals.
We focus on building and maintaining long-term relationships with our clients by providing them with pro-active, process-based I.T. services that they can rely on while developing their own organizations.
With a recent focus on growth, our CEO was seen on CTV Morning Live, attended Forbes 30 Under 30 and aims to expand Umbrella I.T. Services operations without compromising quality of service for our clients.
We believe in empowering our team members with the skills, certifications and mindsets they need to succeed in the world as we grow the company together. Everyone is given the freedom to develop personally and professionally.

SKILLS AND REQUIREMENTS:

• Valid Canadian Driver’s License and a Vehicle
• Full-time Availability
• Managed Services Provider Experience

ROLE OVERVIEW:

Umbrella I.T. Services is looking to hire a Service Desk Analyst in the Greater Vancouver Area that will deliver prompt technical assistance, troubleshoot issues, and ensure seamless IT operations for both potential and existing clients.
Service Desk Analysts receive a minimum of 2 hours a week to study any applicable subject of their choosing from project management to technical certifications and anything in between.

DESCRIPTION OF DUTIES:

• Provide frontline technical support to clients via phone, email, or chat, addressing IT-related issues promptly and courteously.
• Log and prioritize incidents and service requests in the ticketing system, ensuring accurate documentation and timely resolution.
• Troubleshoot hardware, software, network, and system issues, following standard operating procedures and troubleshooting techniques.
• Escalate complex issues to higher-level support teams or vendors as necessary, ensuring timely resolution and client satisfaction.
• Fulfill service requests such as software installations, access provisioning, and equipment deployment, adhering to service level agreements (SLAs).
• Communicate effectively with clients to provide status updates on their reported issues or service requests, managing expectations regarding resolution times.
• Maintain knowledge base articles and documentation, updating them with resolution procedures and troubleshooting steps for common issues.
• Monitor systems and network infrastructure for potential issues or performance degradation, taking proactive measures to mitigate risks and ensure system stability.
• Provide user training and guidance on using IT systems, software applications, and self-service tools, empowering clients to troubleshoot common issues independently.
• Collaborate with other IT teams and vendors to resolve complex issues and contribute to continuous improvement initiatives aimed at enhancing service delivery and client satisfaction.