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)

Report this job

Thank you for reporting this job!

Your feedback will help us improve the quality of our services.