Help Desk Analyst

Targeted Talent; Calgary, Vancouver; On-site; CAD 50,000 - 70,000; Full time

Job summary

A technology service provider in Calgary is seeking a Help Desk Analyst to provide first-level technical support and maintain desktop environments. The ideal candidate will have strong problem-solving skills, a diploma in Computer Science or Engineering, and experience in customer service. This position offers a competitive salary, paid vacation, and health benefits.

Benefits

Competitive salary

Paid vacation

Health and dental benefits

Flexible work arrangements

Qualifications

• 1 to 3 years of experience in a technical support or IT customer service environment.
• CompTIA certification preferred.
• Experience in a 24×7 environment delivering high availability applications.

Responsibilities

• Provide first-level technical support to users.
• Install and configure Microsoft Windows 10 environments.
• Maintain hardware inventory and asset database.
• Perform timely recognition and resolution of help desk tickets.

Skills

Technical support

Problem-solving

Customer service

PC hardware knowledge

Communication

Education

Diploma in Computer Science/Engineering or equivalent experience

Tools

Microsoft Windows 10

MS Office 365

VMware

Adobe Acrobat DC

Job description

We are looking for a dynamic customer service oriented Help Desk Analyst to join our client's IT team. The right candidate has an in-depth knowledge of PC operating systems and configuration, installations, upgrades, problem identification and resolution.

Responsibilities:

• Providing First Level PC network and technical support to users on routine or non-complex problems on all desktop issues
• Installing and configuring a Microsoft Windows 10 environment and preparing system installs and application management
• Supporting MS Office 365
• Supporting Microsoft Teams environments
• Supporting Virtual Desktops (VMware)
• Supporting Adobe Acrobat DC
• Working within established procedures and methods; prioritizing user requests utilizing a trouble ticket management system
• Maintaining hardware inventory, asset database and systems documentation
• Performing timely recognition, isolation, resolution and follow-up of submitted help desk tickets
• Re-installing/imaging desktops and laptops as needed
• Installing, configuring, desktop and network printers
• Assisting with security-related updates or patches
• Supporting the audio and video infrastructure including configuration and operating audio and video equipment as required for scheduled and ad hoc events
• Performing other duties as assigned

Requirements:

• Diploma in Computer Science/Engineering or equivalent experience.
• 1 to 3 years of experience in a technical support or IT customer service environment.
• Desktop Hardware knowledge: CPU, memory, power supply, configuring and installing PC hardware, internal modules and general troubleshooting
• CompTIA certified candidates will be given preference
• Detailed oriented, superior problem solving and troubleshooting ability
• Commitment to customer satisfaction through planning follow-up
• Excellent communication and customer service skills
• A proven track record of working with users at various ability levels
• The ability to use good judgment and multi-task within an ever-changing environment
• Experience in a 24×7 environment delivering high availability or mission-critical applications
• A minimum of three years of related work experience preferably in a legal or corporate environment

Perks:

• Competitive salary
• Paid vacation
• Health and dental benefits
• Flexible work arrangements

If this sounds like the right fit, please click and apply to this posting.