CASUAL Service Desk Analyst I - To Garner Applications

College of New Caledonia; Prince George; On-site; CAD 45,000 - 60,000; Full time

Job summary

A leading educational institution is seeking a Service Desk Analyst I to be the initial point of contact for IT Services. This role involves troubleshooting user issues, managing IT assets, and collaborating with the Service Desk team to ensure high-quality support. The ideal candidate will have a background in IT support and a commitment to service excellence.

Qualifications

• 6 months of experience in IT support and user issue resolution.
• Experience with IT frameworks like ITIL.
• Ability to test solutions and provide feedback.

Responsibilities

• Provide troubleshooting and diagnosis of user issues.
• Record and escalate tickets to appropriate technicians.
• Maintain software licensing database and system documentation.

Skills

IT Support

User Issue Resolution

Device Management

Professional Communication

Collaboration

Education

Two-Year Diploma in Computer Information Systems

Tools

Microsoft Intune

PowerShell

BitLocker

Ticketing Systems

Job description

Job Summary

Reporting to the Chief Information Officer, the Service Desk Analyst I will act as an initial point of contact for IT Services. Responsibilities include recording, triaging, escalating, or resolving user service and incident requests. The role also involves maintaining accurate records in the IT asset and request tracking system. The Service Desk Analyst I will collaborate closely with the Service Desk team to promote ticketing and asset management procedures, aiming to deliver high-quality services and support to CNC stakeholders promptly.

Specific Duties

Responsibilities Will Include But Are Not Limited To

• Provide preliminary investigation, troubleshooting, and diagnosis of user issues.
• Record, resolve, and escalate tickets to appropriate technicians based on responsibility matrix and escalation guidelines.
• Follow procedures to create and deploy desktop images based on provided requirements.
• Create knowledgebase articles documenting resolution procedures for common issues for quality review.
• Validate asset details and ownership in the asset system during user interactions.
• Order, recover, prepare for redeployment, and distribute assets following procedures.
• Perform inventory verification activities as scheduled.
• Recycle or dispose of assets that have reached end-of-life or no longer provide value.
• Produce reports and analyze data to support asset management.
• Communicate IT initiatives and service interruptions via email and other channels.
• Maintain the software licensing database.
• Maintain system documentation.
• Assist in setup, troubleshooting, and collection of audio/visual equipment for events and installations.
• Assist with installation and troubleshooting of phone and video conferencing systems.
• Manage user accounts in enterprise systems, including setup and retrieval of user information.
• Execute test plans for new hardware and software to ensure functionality.
• Participate in IT projects to meet goals and stakeholder commitments.
• Follow best practices for application setup and configuration.
• Troubleshoot basic network issues using tools like nslookup, ping, tracert, ipconfig.
• Configure DNS and DHCP settings on end-user devices.
• Perform maintenance on Identity and Access Management infrastructure.
• Contribute to the college's vision, mission, and goals, supporting learners' needs.
• Promote a positive work environment through professional interaction and communication.
• Perform other related duties as assigned.

Skills & Qualifications

• Recognized two-year diploma in Computer Information Systems, IT, Electronics Engineering, or equivalent.
• At least 6 months of current experience in IT support, user issue resolution, and device management.
• Experience in post-secondary education or the public sector is preferred.
• Experience with ticketing and knowledgebase systems.
• Ability to advise and train end-users professionally.
• Experience with IT frameworks like ITIL.
• Experience with PXE and Microsoft Intune image provisioning and management.
• Ability to test solutions and provide feedback.
• Understanding of hardware lifecycles.
• Decision-making skills within team contexts.
• Ability to investigate operational requirements and problems.
• Basic scripting skills in batch files and PowerShell.
• Experience with telephony and A/V cabling (CAT6, RJ45, HDMI, USB, etc.).
• Ability to manage VoIP and video conferencing systems.
• Experience with drive encryption tools like BitLocker.
• Understanding of relevant legislation (FIPPA, PIPA).
• Knowledge of network concepts and terminology.
• Understanding of signal switching, device casting, RF/IR technologies.
• Cabling knowledge and requirements.
• Commitment to service excellence and teamwork.
• Effective collaboration skills with diverse individuals or departments.
• Excellent written and verbal communication skills.