Analyst I Infrastructure Service, Vale Sudbury Ontario

DXC Technology Inc.; Ontario; Hybrid; CAD 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated IT Support Specialist to provide exceptional technical assistance in a dynamic environment. This role involves resolving complex system issues, coordinating installations, and offering training to clients. With a focus on maintaining high service levels, you will work closely with project teams and ensure that all technical activities align with company standards. Join a forward-thinking team where your skills in troubleshooting and problem-solving will be valued, and enjoy a rewarding career in a supportive workplace that champions diversity and inclusion.

Qualifications

• 2-5 years of IT technical support experience required.
• Experience with Windows 10, 11 in an enterprise environment is preferred.
• Strong interpersonal and communication skills are essential.

Responsibilities

• Resolve complex system issues and implement process changes.
• Provide technical support for project work and client training.
• Maintain documentation and assess system performance.

Skills

IT technical support experience

Windows operating systems

Office 365 products

analytical and problem-solving skills

strong communication skills

network troubleshooting

Mobile device experience

Education

High School diploma or G.E.D.

College diploma or University degree in a computer related field

Tools

Service Now ticketing system

Cisco Call Manager

Lenovo/Dell hardware

Job description

Job Description:

Essential Job Functions

• Interfaces with end users to resolve complex problems concerning system function which have been escalated through a problem ticket process. Assesses diagnostic information and determines alternative courses of action. Recommends and implements process changes.
• Coordinates and/or conducts install, move, add, and change (ICMS) activities based for complex activities including integrated equipment and systems. Creates plan to implement changes and works with appropriate parties to ensure implementation is meeting expected timeframes, service level agreements and other criteria. Measures, maintains, and documents team performance in relation to established goals, time frames and service levels. Revises plans, as necessary.
• Provides technical services in support of project work; works with project teams to develop, engineer, and implement defined technical activities, such as distributing new personal computers, in accordance with established guidelines and procedures.
• Provides guidance and training to client population on system and products to eliminate recurring errors for systems/products. Escalates issues or concerns as appropriate. Recommends changes to procedures and processes; implements as approved.
• Maintains currency regarding technological, process and/or other advances, specifically in line of service, to ensure team performance and to achieve team objectives.
• Creates and maintains systems software and hardware documentation and assesses system information where appropriate.
• Backfill for vacations or surplus workload for our other 2 locations in Long Harbour and Voisey Bay, so some travel will be a requirement.

Basic Qualifications

• Must have High School diploma or G.E.D.
• College diploma or University degree in a computer related field is an asset
• 2-5 years of IT technical support experience
• Experience with recent Windows operating systems, Windows 10, 11 preferably in an enterprise environment.
• Experience with use of Office 365 products preferably in an enterprise environment (Word, Excel, PowerPoint, Teams, SharePoint, Outlook)
• Experience with solving computer-related technical problems both hardware and software (ie. Office 365, SAP)
• Experience with following company escalation policies

Other Qualifications

• Strong interpersonal skills for interacting with team members and clients
• Strong communication skills, both oral and written
• Strong organization skills to balance and prioritize work
• Strong analytical and problem-solving skills
• Good initiative and proactivity
• Experience with Service Now ticketing system
• Networking Experience and ability to troubleshoot basic to complex network problems
• Experience with Mobile devices such as tablets and phones (Android and IOS).
• Knowledge of MDM functionality and Mobility Device security (E.G. Samsung Knox).
• Experience with Cisco Call Manager
• Experience with Lenovo/Dell hardware an asset.

Work Environment

• Client or office environment – onsite at client facility
• On Call will be a requirement.
• Monday – Friday days.
• Shift Schedule: 8-hour days.

Certifications

• CompTIA A+ Certification current or previous considered an asset
• CompTIA Network+ or CCNA considered an asset.

** This role is ONSITE in Vale Sudbury, Ontario**

DXC is an equal opportunity employer. We welcome the many dimensions of diversity. Accommodation of special needs for qualified candidates may be considered within the framework of the DXC Accommodation Policy.

In addition, DXC Technology is committed to working with and providing reasonable accommodation to qualified individuals with physical and mental disabilities. If you need assistance in filling out the employment application or require a reasonable accommodation while seeking employment, please e-mail AODA Canada Requests.

Note: This option is reserved for applicants needing a reasonable accommodation related to a disability.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf.More information on employment scams is availablehere.