End User Support Analyst

e-EMPHASYS TECHNOLOGIES INC; London; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading ERP software provider is seeking an End User Support Analyst in London, Ontario. The role involves providing technical support and troubleshooting for IT operations, requiring strong problem-solving skills and a Bachelor's degree in IT or related fields. The ideal candidate will excel in customer service and have a solid understanding of IT infrastructure.

Qualifications

• 2+ years of experience in IT support roles.
• Strong knowledge of Windows and macOS.
• IT certifications like CompTIA A+ or ITIL Foundation are a plus.

Responsibilities

• Provide first-line technical support via phone, email, chat, or in-person.
• Diagnose and troubleshoot hardware, software, and network-related issues.
• Conduct training and create user guides for IT tools.

Skills

Problem Solving

Customer Service

Communication

IT Security

Education

Bachelor's degree in Information Technology

Tools

Microsoft 365

Active Directory

Job description

We are a leading ERP software and solutions provider to dealers and rental companies of heavy equipment. We specialize in working with the construction, mining, forestry, material handling, and agriculture industries. We aim to be the ERP thought leader in our space and a trusted IT advisor to all dealers and rental companies. Today, we have over 750 employees, offices on four continents, and customers in over 20 countries. We are privately held, and our headquarters are in beautiful Cary, NC. We are actively seeking talented individuals to join our team and help us aggressively grow our North American footprint for both our on-premises and 100% cloud-based ERP solutions.

Why work for VitalEdge?

We don’t just sell technology, we enable transformation that results in broader societal benefits like building homes and critical infrastructure, growing food and delivering all sorts of products we all rely on for daily life. We exist to ultimately equip the world to keep running. We have more than 60 years of combined experience and two industry-leading software suites and associated apps, with which we will drive the market forward. It’s an exciting time to work for VitalEdge – join us!

Position Overview

The End User Support Analyst provides technical assistance and support for hardware, software, and network-related issues to ensure seamless IT operations. This role involves troubleshooting, diagnosing, and resolving technical problems and assisting users with system navigation and IT-related queries. The ideal candidate will possess strong problem-solving skills, excellent customer service abilities, and a deep understanding of IT infrastructure.

Responsibilities

• Provide first-line technical support to end users via phone, email, chat, or in-person
• Diagnose and troubleshoot hardware, software, and network-related issues, escalating complex problems as necessary
• Install, configure, and maintain end-user devices, including laptops, desktops, mobile devices, and peripherals
• Manage user accounts, permissions, and access rights in accordance with company policies
• Assist with the deployment and maintenance of enterprise applications and software updates
• Document support requests, issues, and resolutions in the IT service management system
• Conduct training and create user guides to assist employees in utilizing IT tools effectively
• Collaborate with IT teams to improve support processes and enhance the end-user experience
• Monitor and maintain IT asset inventory, ensuring proper tracking and lifecycle management
• Stay updated on industry trends and emerging technologies to improve support services

Required Skills & Education

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience)
• 2+ years of experience in IT support, help desk, or end-user support roles.
• Strong knowledge of Windows and macOS operating systems
• Familiarity with Microsoft 365, Active Directory, and other enterprise IT systems
• Experience troubleshooting hardware components, network connectivity, and software applications
• Basic understanding of IT security best practices
• Excellent problem-solving and communication skills
• Customer-focused mindset with the ability to handle support requests professionally and efficiently
• Ability to work independently and collaboratively in a team environment
• IT certifications such as CompTIA A+, ITIL Foundation, or Microsoft certifications are a plus

VitalEdge is an Equal Opportunity Employer

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User Support Analyst • London, ON, Canada