End User Analyst I

OnX Canada; Toronto; On-site; CAD 40,000 - 55,000; Full time

Job summary

A leading IT service provider in Toronto is looking for a support technician to provide remote and on-site assistance for client issues. The ideal candidate will have knowledge of Microsoft operating systems and experience in technical support. Responsibilities include managing service tickets and assisting in hardware configurations. This role requires strong communication skills and flexibility for after-hours work during extreme weather.

Qualifications

• Experience in customer service and/or technical support considered an asset.
• Ability to install/configure and troubleshoot a wide range of technical applications.
• Knowledge of Microsoft Windows 10 or 11 operating systems.

Responsibilities

• Provide phone remote support for clients.
• Manage team queue by assigning tickets and monitoring SLA.
• Assist in PC/laptop configurations for onboarding.

Skills

Technical support

Customer service

Microsoft Windows 10 or 11

Communication skills

Education

High School diploma or equivalent

Tools

ServiceNow

Microsoft 365

Job description

Overview

This position delivers help and solutions to end users by responding to client PC or mobile related queries or solving first or second level technical problems in person or by remote phone support.

Responsibilities

• Provide phone remote support for client(s).
• Team queue management (assigning tickets, SLA monitoring).
• Provide Storm response coverage 24 / 7, including on site, if required. Storm response is called in anticipation of storm and roster is created notifying team members of their shifts / locations.
• Maintain queue of trouble tickets in IT Service Management System (ServiceNow).
• Responsible for timely and effective closure of hardware and software issues (application, mobile, printer).
• Assist in PC / laptop configurations - installing operating systems and configuring standard departmental software for onboarding / break fix.
• Able to deploy packaged applications or execute manual application installs on end user computers.
• Execute internal moves (moving desktop, monitor, etc.) with other departments to ensure minimal downtime.
• Participate in the imaging / setup of multiple types of PC equipment including Dell / HP or MAC.

Qualifications

• Four years of High School or equivalent
• Microsoft 365 Certified: Fundamentals considered an asset.
• 0 to 2 years in related field
• Experience in customer service and / or technical support considered an asset.
• Ability to install / configure and troubleshoot a wide range of technical applications.
• Knowledge of Microsoft Windows 10 or 11 Operating Systems.
• Familiarity with Active Directory and Microsoft System Center (SCCM) or Endpoint Manager Consoles considered an asset.
• Strong communications and interpersonal skills, required to communicate action items taken to resolve IT-related issues to end-users in easily understood terms.
• Familiarity with Service Now ticketing system or other related ticket systems considered an asset.
• Familiarity with PC hardware diagnostics and installing user replaceable parts.

Other

• This position does not have any supervisory responsibilities
• Work onsite full-time in an office environment within HRM.
• Must be able to travel 0-20% with province.
• Valid NS driver's license.
• Requires the use of cell phone for communications during regular and after business hours.
• May require after hours / weekend work during extreme weather.
• Considerable amount of lifting (up to 50 lbs.), walking, and keyboard data entry required.
• Working in confined spaces under and around desks.