E25-118 Help Desk Analyst-2

Community Living Toronto; Toronto; On-site; CAD 55,000 - 75,000; Full time

Job summary

Community Living Toronto is seeking a Help Desk Analyst Level 2 to provide technical assistance and support for users. Responsibilities include troubleshooting IT issues, managing tickets, and maintaining technical inventory. Ideal candidates will have a degree in a related field and experience in a tiered support environment.

Qualifications

• Minimum 3 years of experience in IT support or related field.
• Excellent customer service skills and communication skills.
• Thorough knowledge of Microsoft Office 365 and Windows 10.

Responsibilities

• Responds to escalated IT incidents and service requests.
• Provides support to Help Desk Analyst Level 1 and monitors tickets.
• Troubleshoots technical issues related to end user devices.

Skills

Customer Service

Problem Solving

Communication

Technical Troubleshooting

Education

Bachelor’s degree or College diploma related to Information Management, Statistics, Computer Science, or Engineering

Tools

Microsoft Office 365

Service Now

VMware Workspace One

Job description

JOB OPPORTUNITY

Posting # _____PLEASE QUOTE JOB POSTING # IN THE SUBJECT LINE

When required, accommodations for disabilities will be provided, on request. By submitting your application, you confirm that the information included is accurate and true. Misrepresentation or omission of facts in connection with your application may be sufficient cause for dismissal.

We thank everyone for their interest in Community Living Toronto; however, only applicants with the necessary qualifications, experience, and education will be contacted for an interview.

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Position:

Help Desk Analyst Level 2

Region:

[Region information missing]

Hours of Work:

37.5 hours per week

Job Summary:

The Help Desk Analyst Level 2 is responsible for responding to escalated IT queries and requests for technical assistance to end users via telephone, email, in person, and/or via the ticketing system. Performs troubleshooting and information gathering for all requests, determines the best solution based on the issue and details provided by the end users, and escalates unresolved issues to the next level of support.

Responsibilities:

• Provides support to Help Desk Analyst Level 1 and end users for a variety of technical issues, ensuring timely resolution of IT requests by prioritizing, monitoring, and handling tickets from open to close, following standard operating procedures to escalate service requests and incidents as appropriate, and documenting resolutions.
• Responds to escalated IT incidents and service requests; follows established procedures to provide an accurate description of the problem resolution.
• Troubleshoots difficult technical issues related to end user devices, printers, computer peripheral devices, and telecommunication devices.
• Resolves issues with the Windows operating system, Microsoft Office software, and other software products.
• Completes new setups, including both software and hardware installations; assembles, disassembles, and/or moves equipment as required.
• Tests purchased or custom-developed software thoroughly; provides feedback as requested.
• Maintains overall inventory, including computer hardware, software, and peripherals such as printers and telephones.
• Assists with routine and preventive maintenance tasks on servers and workstations.

Qualifications:

• Bachelor’s degree or College diploma related to Information Management, Statistics, Computer Science, Engineering, or equivalent combination of education and training.
• Minimum 3 years of experience in IT support or a related field, including providing support in a tiered environment for service escalation.
• Excellent customer service skills and ability to build relationships.
• Thorough knowledge of Microsoft Office 365, Windows 10, Android OS, and Apple products and support.
• Experience using Service Now or similar ticketing programs.
• Experience with Unified Endpoint/MDM management system, Windows Server environment, Active Directory, and/or LDAP.
• VMware Workspace One experience considered an asset.
• Ability to process information with high levels of accuracy and detail.
• Strong written and verbal communication skills.
• Strong problem-solving and critical thinking skills; ability to troubleshoot to root cause.
• Demonstrated organizational and time management skills; able to multi-task, handle multiple priorities, and meet established timelines.