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Help Desk/Desktop Support Analyst

Cambridge, Ontario N1R 3E9 | Direct Hire

Job ID: 715 Industry: Information Technology / Systems Pay Rate: 55000

The Help Desk Analysts role is to ensure proper computer operation so that end users can
accomplish business tasks. This includes actively resolving end user help requests within
established SLAs. Problem resolution may involve the use of diagnostic and help request
tracking tools, as well as require that the individual give in-person, hands-on help at the desktop
level. This position will also provide support for internal IT teams such as cyber security,
applications and operations.

• Participate in continuous process improvement activities, reviewing resolutions and analyzing
data to make recommendations whenever possible.
• Alert management to emerging trends in incidents.
• Assist in software releases and roll-outs according to Cyber Security requirements and
Change Management practices.
• Provide tier 1 and 2 support
• Respond to service requests from many sources including phone calls, emails, remote users and walk-ins
• Act as an escalation point for advanced or difficult help requests
• Manage backlog of IT services requests
• Build rapport with IT customers and communicate current outage/critical incident status
• Escalate problems (when required) to the Service Desk Manager
• Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
• Apply diagnostic utilities to aid in troubleshooting
• Develop solutions to complex problems
• Access software updates, drivers, knowledge bases, and FAQ resources on the
Internet/Intranet to aid in problem resolution
• Perform hands-on fixes at the desktop level, including installing and upgrading software,
installing hardware and configuring systems and applications
• Develop and support the deployment of system updates, patches, monitoring agents and new software utilizing automated tools and manual methods as required
• Test fixes to ensure problems have been adequately resolved
• Perform post-resolution follow ups as required
• Develop help sheets and FAQ lists for end users

Position Requirements:
• Bachelor' s Degree in Computer Science and/or 5 years equivalent work experience within the
Information Technology field
• A+ Certification preferred
• Must possess previous experience in a technical call center, customer service team or IT/Help service desk
• Experience with desktop operating systems, including Windows 7 and Windows 10
• Working knowledge of AS400 preferred
Help Desk/Desktop Support Analyst
• Hands on experience with Active Directory, Exchange, and Group Policy
• Working knowledge of LAN and WAN environments and hardware
• Knowledge of LANDesk and TrackIT preferred
• Exceptional written and oral communication skills, including typing
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning
• Strong documentation skills
• Fluent in English

Personal Attributes:
• Must be able obtain and maintain the clearance required for access to Canadian Export
Controlled and company sensitive information
• Ability to conduct research into a wide range of computing issues is required
• Ability to absorb and retain information quickly
• Ability to present ideas in user-friendly, business-friendly and technical language
• Highly self-motivated and directed
• Keen attention to detail
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Exceptional customer service orientation
• Experience working in a team-oriented, collaborative environment
• Ability to work in local and remote teams

Work Conditions:
• 40-hour on-site work week
• Sitting for extended periods of time
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and othercomputer components
• Lifting and transporting of moderately heavy objects, such as computers and peripherals
• Occasional travel between company sites across Southern Ontario
• Valid Ontario G or equivalent drivers license required

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