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Tier I Help Desk Analyst (Closed)

About the Opportunity

• Provide professional, customer-centric desktop and application support for internal clients both in person and remote
• Respond to technical support requests in a timely and effective manner while tracking all communication in the Ticketing System
• Manage users and permissions across both internal and cloud-based services with a focus on Active Directory/Azure AD and Microsoft O365, etc.
• Setup and maintain pc workstations, peripherals, as well as LAN phones and mobile devices
• Deploy corporate standard images for client systems using the inhouse developed imaging software
• Resolve technical problems with LAN, WAN, VPN and other networking issues
• Perform primary level Unified Communications administration such as extension and voicemail assignments on IP phones and softphones
• Account’s administration and user support for conferencing solutions (Zoom, Teams, WebEx)
• Execute identity management processes (onboarding, changes, offboarding) following IT procedures and workflows
• Fulfill hardware and software provisioning requests while ensuring proper tracking of devices
• Liaise with third-party support partners and vendors
• Adhere to IT security processes, policies and procedures
• Prioritize support contacts based on policy, urgency, and operational impact
• Proactively identify trends regarding technical issues and present to the IT Service Desk Manager
• Create documentation following standard operating procedure templates and update existing documentation on known issues
• Assist with maintaining the networking infrastructure where required

About you

• Bachelor’s degree in Information Technology, Computer Science or related field of study
• 2+ years of proven work experience providing Tier I Help Desk support in an enterprise environment

• Experience installing and configuring PCs, laptops, mobile devices and peripherals
• In-depth knowledge and hands-on experience with Microsoft enterprise desktop, servers and systems such Microsoft Windows Server, Active
• Directory, Exchange, SharePoint, EndPoint Manager
• Advanced knowledge of Microsoft Windows stack and commonly used Microsoft 365 apps
• Superior communication skills and ability to communicate with all levels of staff
• Strong interpersonal skills with a customer-centric attitude
• Proven team player and team builder
• Self-motivated and driven
• CompTIA A+, Network+ certification or equivalent is an asset
• ITIL Foundation is an asset

How to Apply

Click the “Apply Now” button and follow the instructions to submit your resume. Please know that we only accept documents in MS Word or Rich Text formats.

When referencing this job, quote # 30200

You must currently reside within the Greater Toronto Area and be permitted to work in Canada to be considered for this opportunity. A recruiter will be in touch with you if your profile meets our client’s requirements for this role.