Rate: up to $30-37/hr. T4

Qualifications

Successful candidates must obtain and hold security clearance at the Reliability Status level and pass a security assessment for the Controlled Goods Program (CGP). (PR status or Canadian citizenship)

Must be fluent in English and French (bilingual).

A diploma or degree in related studies and a minimum of 1 year of providing support (in person, by email, and telephone) in a desk-side support or Help Desk environment, or an equivalent combination of training and experience.

About the Role

IT Department is seeking an Infrastructure Technology Analyst to join our Tier 2 Deskside Support team. You will provide computer support services to users in all areas of the company, address various technical incidents and problems, work with various types of software, and support PC hardware/peripherals and operating system platforms within secure environments. Your duties will also include account administration, software, and hardware troubleshooting, diagnosing problems, installing software, creating end-user documentation, and other tasks associated with end-user readiness and support. You will provide computer support to all staff (Engineering, Administrative, Information Technology, etc.) within established service levels. Work is generally supervised and performed in accordance with established objectives and guidelines. Technical guidance is provided by the Team Lead or Manager. The Infrastructure Technology Analyst takes some independent actions regarding assigned work. Decisions are typically made within established guidelines.

Responsibilities

• You will act as liaison with field service (external and internal) personnel to identify and resolve system hardware and software problems, and escalate or make recommendations to IT management, as appropriate, regarding the completion of assigned projects.
• Provide support to ensure stable, reliable desktop systems to the user community across all offices.
• Using the corporate Service Management tool, you will provide exceptional Tier 2 technical and user support via telephone, email, and other online-based or remote control tools in a timely and courteous manner.
• Enter, prioritize, and manage Incidents and Service Request tickets and ensure Users are provided with timely updates on Incident and Service Request tickets.
• Use customer service skills to clearly and effectively communicate with end users using corporate telephony and messaging tools.
• Perform analysis, troubleshooting, and resolution of end-user technology (desktops, laptops, software, mobile devices, peripherals, access) issues and escalate when required.
• Perform basic analysis, troubleshooting, and investigation into network, server, storage, and enterprise application issues and inquiries and escalate as required.
• Maintain knowledge and expertise in Microsoft Windows 10, Active Directory, SCCM, Office 2016/O365 administration.
• Continually maintains and upgrades technical capabilities and knowledge.
• Creates and maintains department procedures, user guides, and support documentation.
• Participates in technical testing and projects as directed.
• Stay abreast of new technologies.