IT Support Analyst I
Encore Canada
Mississauga, Ontario
2d ago

Key Job Responsibilities

  • Provide Service Desk technical support to users either via phone, email or desk side as required
  • Build relationships with customers both in person and over the phone
  • Provide advanced troubleshooting for all types of technical inquiries, service requests, and issues involving computers, network, smartphones / tablets, enterprise applications / systems
  • Contribute to team innovation through ideas for process improvement and efficiency
  • Develop, implement, and / or participate in the preparation knowledge base articles and / or documentation for Service Desk use;
  • make recommendations for improvements

  • Ensure that all systems, applications change, or upgrade requests are escalated for approval.
  • Create and implement PC / Laptop images to meet the changing corporate environment and streamline the build process.
  • Assist in deployment, administration, and support for corporate laptops / desktops.
  • Access and install appropriate upgrades, patches, drivers, etc.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Ensure license compliance and documentation.
  • Perform hands-on fixes, including software / hardware install and upgrade, implementing file backups, and configuring systems and applications.
  • Perform advanced troubleshooting and remediation.
  • Provide procedures where appropriate.
  • Other duties as assigned.
  • Job Qualifications

  • Degree or diploma in computer science or a technical certification. Microsoft Certifications a plus (MCP).
  • Experience working within an IT Service Desk / Help Desk environment and should have at least 1 year experience of working within an IT support environment.
  • Proficient knowledge of Microsoft, Windows 10
  • Working knowledge of Windows Server 2012 / 2016 / 2019
  • Working knowledge of Active Directory users and computers.
  • Working knowledge of Office 365
  • Working knowledge of TCP / IP, DNS, DHCP and LAN / WAN.
  • Strong computer hardware knowledge.
  • Working knowledge of Antivirus solutions
  • Working knowledge of corporate imaging solutions, i.e., MDT, Ghost, Intune
  • Working knowledge of a range of diagnostic utilities.
  • Strong written / oral communication and interpersonal skills.
  • Strong documentation skills.
  • Ability to conduct research into a wide range of computing issues as required.
  • Highly self motivated and directed.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Exceptional customer service orientation.
  • French considered an asset
  • Competency Group

  • Deliver World Class Service (Hospitality, Ownership)
  • Do the Right Thing (Demonstrates Self-Awareness)
  • Drive Results (Ensures Accountability
  • See the Big Picture (Decision Quality, Achieves Goals)
  • Value People (Collaborates)
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