Support Analyst IT
at Canadian North
Kanata, ON, Canada -
Start Date | Expiry Date | Salary | Posted On | Experience | Skills | Telecommute | Sponsor Visa |
---|---|---|---|---|---|---|---|
Immediate | 17 Nov, 2024 | Not Specified | 18 Aug, 2024 | 2 year(s) or above | Communication Skills,Business Applications,Itil,Software,Tier Ii,Written Communication,System Performance,Infrastructure,Database Tools,Change Management,Windows,Secondary Education,Hda,Active Directory | No | No |
Required Visa Status:
Citizen | GC |
US Citizen | Student Visa |
H1B | CPT |
OPT | H4 Spouse of H1B |
GC Green Card |
Employment Type:
Full Time | Part Time |
Permanent | Independent - 1099 |
Contract – W2 | C2H Independent |
C2H W2 | Contract – Corp 2 Corp |
Contract to Hire – Corp 2 Corp |
Description:
SKILLS AND QUALIFICATIONS:
Include, but not limited to, the following minimum skills and qualifications:
- Post Secondary Education (2 years);
- Five (5) years of previous experience;
- College Diploma with an IT specialty. Professional certifications such as the Help Desk Institute Customer Support Specialist (CSS), Help Desk Analyst (HDA), ITIL, A+ certificate, etc.;
- Working in a fast-paced IT environment provide Tier I/II/III contact and incident resolution to customers with hardware, software, and application problems;
- Understanding of Incident and Change Management processes;
- Understanding of Infrastructure, Business Applications, and Help Desk technology;
- Intermediate knowledge of Windows 10, Office 365, Active Directory and related user management tasks;
- Knowledge of telephony VoIP systems, configuration and support;
- Working in an environment requiring constant and clear oral and written communication;
- Working in a team environment and experience working cohesively with related IT teams;
- Experience in a 24/7 Mission Critical Network Environment, On-Call and after hours work required;
- Attempt to resolve as many incidents during the first call or at Tier I, Tier II;
- Document incident resolution and status in incident database tools (i.e. Sysaid IT);
- Install system wide software and assist with fine-tuning system performance;
- Strong written and verbal communication skills;
- Passion for customer support;
- Strong people skills and a talent for problem solving;
- Ability to travel;
- Ability to communicate in Inuktitut an asset;
- Ability to obtain and retain an Airport Restricted Area Pass in accordance with the Airport Restricted Area Access Clearance Program regulated by Transport Canada.
Position Closing: August 25th 2024
Responsibilities:
Must be able to perform, but not be limited to, the following duties and responsibilities:
- Respond to client issues with systems, applications, hardware, and take corrective actions;
- Provide both telephone and desk-side first and second-level support for desktops, laptops, Office 365, Microsoft Windows Operating Systems, iOS, telecommunications;
- On-call support work (on rotation with other IT support team members);
- Configure, install and update desktops, laptops and peripherals based on client service requests, computer upgrade program or as otherwise assigned;
- Perform desktop application installations, upgrades, and other support and maintenance activities;
- Provide operating and administration functions including user set up, configuration and management for systems and business applications. These responsibilities include:
- Creation and termination of Network / Exchange, Office 365 user accounts
- Managing the rights and permissions of network resources / email accounts
- Creation and termination of user accounts for business applications
- Managing the rights and permissions of accounts for business applications
- Creation of group permissions and rights to file directories- Office service requests - hardware moves, setups and changes
- Coordinate with key vendor contacts and IT resources on application and system issues;
- Communicate effectively with clients and other team members while gathering information to facilitate problem resolution;
- Ensure customer satisfaction, including taking ownership of an opened tickets and ensuring incidents are fully resolved;
- Create and maintain support documentation and document operational processes as related to the operations of IT support team;
- Deliver exceptional customer service skills with the passion to go above and beyond, exceeding client expectations;
- Other related duties as assigned.
REQUIREMENT SUMMARY
Min:2.0Max:7.0 year(s)
Information Technology/IT
IT - Hardware / Telecom / Technical Staff / Support
IT
Diploma
IT
Proficient
1
Kanata, ON, Canada