4844-Senior Helpdesk Analyst

Telesat Corporation; Ottawa; On-site; CAD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a skilled Helpdesk Technician to provide technical leadership and support for its corporate Helpdesk. This role involves assessing and resolving IT incidents for employees worldwide, ensuring high customer satisfaction through effective communication. The ideal candidate will have extensive experience in IT support, strong troubleshooting skills, and the ability to mentor junior technicians. Join a dynamic team that values diversity and fosters a collaborative working environment, where your contributions will directly impact the company's success.

Benefits

Diversity and Inclusion Programs

Professional Development Opportunities

Work-Life Balance Initiatives

Qualifications

• 5+ years of IT experience with operational systems and network experience.
• Industry certifications such as MCSE, CISSP, or ITIL are advantageous.

Responsibilities

• Handle incidents and service requests from end-users via phone and email.
• Identify and resolve level one problems related to software and hardware.
• Mentor and train technicians on complex procedures.

Skills

Analytical Skills

Troubleshooting

Communication Skills

PowerShell Scripting

Education

Diploma in Computer Science or IT

Tools

Microsoft Configuration Manager

Job description

Telesat (NASDAQ and TSX: TSAT) is a leading global satellite operator, providing reliable and secure satellite-delivered communications solutions worldwide to broadcast, telecommunications, corporate, and government customers for over 50 years. Backed by a legacy of engineering excellence, reliability, and industry-leading customer service, Telesat has grown to be one of the largest and most successful global satellite operators.

Telesat Lightspeed, our revolutionary Low Earth Orbit (LEO) satellite network, scheduled to begin service in 2027, will revolutionize global broadband connectivity for enterprise users by delivering a combination of high capacity, security, resiliency, and affordability with ultra-low latency and fiber-like speeds. Telesat is headquartered in Ottawa, Canada, and has offices and facilities around the world.

The company’s state-of-the-art fleet consists of 14 GEO satellites, the Canadian payload on ViaSat-1, and one LEO 3 demonstration satellite. For more information, follow Telesat on X and LinkedIn or visit www.telesat.com

Reporting to the Lightspeed IT Services Manager, the incumbent provides the technical leadership and specialist expertise required for the operation of the corporate Helpdesk. This role involves first and second level problem assessment, triage, research, and resolution of incidents and requests for all employees worldwide, applying technical expertise at a high level.

Main Responsibilities

1. Handle incoming incidents and service requests from end-users via telephone and email courteously.
2. Build rapport and gather problem details from help desk customers.
3. Identify, diagnose, and resolve level one problems related to software, hardware, LAN/WAN, VPN, Internet, mobile devices, and emerging technologies; communicate solutions effectively to end-users.
4. Respond to more complex issues escalated by first-line support, using problem-solving skills to identify root causes and propose solutions.
5. Escalate priority issues to senior staff or corporate tech groups as needed.
6. Document all relevant information before escalation to facilitate efficient resolution by senior staff.
7. Mentor and train technicians on complex procedures and issues.
8. Track and monitor problems to ensure timely resolution.
9. Assist in managing helpdesk calls related to applications, networking, and systems issues.
10. Maintain high customer satisfaction through professional communication and prompt responses.
11. Address application, network, and security issues, and troubleshoot common hardware and software problems.
12. Provide hardware support, including installation and upgrades.
13. Support peripherals such as scanners, copiers, printers, and monitors.
14. Manage user accounts and permissions for proprietary and client applications.
15. Deploy and manage applications using Microsoft Configuration Manager.

Education & Experience Required

1. Diploma in a relevant field, preferably in Computer Science or IT, with operational systems and network experience.
2. At least 5 years of related IT experience.
3. Industry certifications such as MCSE, CISSP, or ITIL are advantageous.
4. Hardware maintenance and repair skills.
5. Ability to obtain Secret clearance.
6. Strong analytical, troubleshooting, and organizational skills.
7. Quick learner with the ability to understand new systems and software.
8. Effective communication skills for technical and non-technical audiences.
9. Experience creating documentation and training materials.
10. Project organization skills to achieve desired outcomes.
11. Interpersonal and problem-solving skills.
12. PowerShell scripting experience is a plus.

Decision Making & Supervision

1. Work independently with minimal supervision.
2. Make informed decisions within established procedures.

Working Conditions

1. Comfortable working environment with physical requirements for lifting and onsite setups.
2. Visual concentration for computer use.
3. Occasional overtime and travel to Gatineau.

The candidate must be eligible to work in Canada and obtain clearance under the Canadian Controlled Goods Program (CGP).

At Telesat, we value diversity and are an equal opportunity employer. We provide accommodations during the interview process for qualified applicants with needs. Please inform the Telesat Talent team of any required accommodations. All information will be kept confidential.