4844-Senior Helpdesk Analyst

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

Job summary

An established industry player is seeking a Helpdesk Specialist to provide technical leadership and support for their corporate Helpdesk. In this role, you will handle incoming incidents and service requests, diagnose and resolve technical issues, and mentor junior technicians. This position is crucial for maintaining high customer satisfaction and ensuring efficient resolution of problems. If you have a strong background in IT, excellent communication skills, and a passion for technology, this opportunity offers a dynamic work environment with the potential for professional growth.

Qualifications

• 5+ years of IT-related experience with strong troubleshooting skills.
• Experience with hardware maintenance and network operations.

Responsibilities

• Provide technical leadership for corporate Helpdesk operations.
• Resolve software and hardware issues for end-users globally.

Skills

Troubleshooting

Analytical Skills

Communication Skills

PowerShell Scripting

Education

Diploma in Computer Science/IT

Industry Certifications (MCSE, CISSP, ITIL)

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, aims to revolutionize global broadband connectivity for enterprise users by delivering high capacity, security, resiliency, affordability, ultra-low latency, and fiber-like speeds. Telesat is headquartered in Ottawa, Canada, with offices and facilities around the world.

The company’s state-of-the-art fleet includes 14 GEO satellites, the Canadian payload on ViaSat-1, and one LEO 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 technical leadership and specialist expertise for the operation of the corporate Helpdesk. Responsible for first and second level incident and request assessment, triage, research, and resolution 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 new computer technologies; communicate solutions effectively.
4. Respond to complex issues escalated by first-line support using problem-solving skills to identify root causes, determine actions, and propose solutions.
5. Escalate priority issues to senior staff or corporate technology groups as needed.
6. Collect and document relevant information before escalation to facilitate efficient resolution by senior staff.
7. Mentor and train technicians on complex and critical procedures.
8. Document, track, and monitor problems to ensure timely resolution.
9. Assist in tracking helpdesk calls related to applications, networking, and systems issues.
10. Maintain high customer satisfaction through professional communication and urgent response to user problems.
11. Resolve application, network, and security issues; identify common PC software and hardware problems.
12. Support end-user hardware, including installation and upgrades.
13. Support peripherals like scanners, copiers, printers, monitors, etc.
14. Manage user accounts and permissions for proprietary and client applications.
15. Deploy and manage applications using Microsoft Configuration Manager.

Education & Experience

1. Diploma in a relevant field, preferably in Computer Science/IT, with operational systems and network experience.
2. Minimum of 5 years of IT-related experience.
3. Industry certifications such as MCSE, CISSP, ITIL are advantageous.
4. Hardware maintenance skills.
5. Ability to obtain Secret clearance.
6. Strong troubleshooting and analytical skills.
7. Organized, quick learner of new systems and software.
8. Ability to manage multiple demands in a fast-paced environment.
9. Effective communication skills for technical and non-technical audiences.
10. Experience creating documentation and training materials.
11. Project organization skills.
12. Interpersonal and communication skills.
13. Analytical problem-solving skills.
14. 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 work environment with lifting and installation tasks.
2. Moderate visual concentration with video displays.
3. Occasional overtime and travel to Gatineau.

The successful candidate must be able 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 upon request. All accommodation information will be kept confidential.