IT Service Desk AnalystTorontoIT Operations Roles
5d ago

CaseWare is a remote first company with opportunities in Canada, the United States and a few other countries across the globe.

Since the global pandemic we have adapted an Agile Work Strategy, which aims to give people the option to work from home or work from a CaseWare office.

Feel free to ask us questions about our approach at any point in the interview process.As a service desk analyst, you will be responsible for enhancing the end user experience to provide technical support services, while working with a diverse global team.

  • Provide Level 1 and Level 2 Desktop support for the maintenance of computer environments by providing end-user support in;
  • moves, hardware, and software installations / upgrades, patch management to support the internal IT team. As a member of the IT team, you will be integral to the ecosystem of success here at CaseWare.

    You will be joining a talented team of IT professionals who seek to deliver are looking for a motivated and highly autonomous team player who is technically capable and who understands the bigger picture.

    The perfect candidate is someone who thrives in a fast-moving environment where they will have a lot of discretion and influence over establishing best practices.

    What you will be doing :

  • Provide Level 1 and Level 2 Desktop support to our remote and in-office employees
  • Administer the organizations applications, services, and software.
  • Handle and track user account creations, changes, and terminations.
  • Ensure compliance, privacy, and security best practices
  • Provide orientation, guidance, assistance, and support to users on the use of IT equipment, services, and software.
  • React to, act on, and manage incoming requests, prioritizing according to business needs.
  • Maintain records and logs of issues, repairs, fixes, changes, and maintenance.
  • Manage small to medium projects including upgrades, new services, service changes including end-user impacts.
  • Ensure functionality and organization of shared spaces and conference rooms
  • Create and maintain knowledge articles for new and existing issues / procedures
  • Work closely with vendors on the delivery of initiatives
  • What you will bring :

  • 1-3 years experience in a help desk or desk side support role.
  • Good understanding of Active Directory, Group Policy, DNS, DHCP.
  • Proven ability to troubleshoot and resolve technical and procedural issues.
  • Proven ability to master and support various applications
  • Excellent customer service skills and communication skills
  • Proven ability to handle multiple requests concurrently and with a sense of urgency to deliver an excellent client experience
  • Experience with asset management.
  • Experience with products like GSuite, Slack, Zoom
  • Experience with Microsoft products such as O365, Intune, Azure
  • Strong Windows 10, MacOS knowledge and experience supporting end users
  • Experience working with Azure and AWS
  • Experience with various flavours of Linux, e.g. Ubuntu, CentOS / Red Hat, etc.
  • Powershell or other scripting experience (nice to have)
  • Please Note :

  • This is a hybrid opportunity, the successful candidate will be expected to come to the office on a weekly basis and must be located in the Toronto or GTA area
  • About CaseWare With a head office in Toronto, CaseWare is one of Canada's original Fintech companies, having led the industry for over 30 years, with more than 500,000 users across 130 countries and available in 16 different languages.

    While you might not have heard of us (yet) over 36,000 accounting and audit professionals list CaseWare as a skill on their LinkedIn profiles!CaseWare's cutting-edge software products are meticulously designed for accounting firms, corporations and governments.

    Our teams are continually collaborating, innovating and building upon our existing suite of products. With a customer focused mindset we are building technology that is shaping what the future of audits, financial reporting and financial data analytics will look like.

    With a recent strategic investment from Hg Capital in 2020, CaseWare is now in its next major growth phase as we double down on the people and products that have made CaseWare so successful to date.

    One of CaseWare's core values is that we believe Our People Make Us Great and with that in mind, we're dedicated to building teams as diverse as our customers in an equitable and inclusive way.

    We welcome and encourage candidates of all backgrounds to apply. Should you require accommodations or have any questions at any point during the application or interview process, please e-mail our People Operations team at careers caseware.

    com.Any candidates successful in obtaining an offer for a position will need to successfully complete a background check through which typically includes an Identity Verification and Criminal Record Check.

    Executives and Senior Managers will undergo a Soft Credit Check as well.#LI-remote

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