JOB OVERVIEW

Reporting to the Service Desk Manager, the Service Desk Analyst is responsible for providing technical support to end-users, troubleshooting issues, and providing excellent customer service.

Job Location: 151 Brock St. W. Thunder Bay, ON.

This is a fully on-site position based in Thunder Bay. Candidates local to Thunder Bay or planning to relocate are encouraged to apply. Applicants from outside the area are welcome; however, relocation costs will be at the successful candidate's own expense.

KEY RESPONSIBILITIES

- Managing incidents and service requests
- Maintaining documentation
- Communication with clients regularly
- Offer both onsite and remote support for computer hardware, software applications, incident troubleshooting, and configuration to an assigned group of client companies
- Participate in IT Services as assigned (e.g., backups/restoration, thread prevention, etc)
- Additional responsibilities as assigned.

QUALIFICATIONS

EDUCATION & EXPERIENCE

- Bachelor’s degree or College diploma in Information Technology, Computer Science, or a related field considered an asset
- Previous experience with MS Office applications, Office 365, SharePoint/One Drive, Microsoft Azure, and Microsoft Exchange required
- Previous experience building and repairing computer hardware, and a working knowledge of past and existing computer hardware components & technologies required
- Previous experience with Active Directory, Domain Services,



and Windows Operating Systems (Consumer/Server) required
- Previous experience in a Customer Service or Helpdesk Environment is preferred

KNOWLEDGE, SKILLS & ABILITIES

- Technical Support and Troubleshooting skills
- Analytical skills with the ability to solve complex issues
- Excellent customer support and customer service skills
- Ability to work well in a team
- A theoretical working knowledge of virtualization and remote application delivery services preferred
- Strong ability to prioritize tasks and meet deadlines
- Strong attention to detail and accuracy
- Professional verbal and written communication skills
- Experience in a fast-paced environment with multitasking responsibilities
- Must possess a valid driver’s license and be willing to travel regularly to client locations

WORKING CONDITIONS

- Must be able to obtain and maintain a clear criminal record check
- Physically able to perform all listed job duties
- This role involves working in a variety of environments and includes regular interaction with staff and members of the public
- On Call/Shiftwork as required to provide after-hour client support
- Various shifts at a fast pace to meet service level requirements of our clients
- Must be able to obtain and maintain a explicit criminal record check
- Physically able to perform all listed job duties

Methods and procedures described or implied in the job profile may be altered to accommodate employees.

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