Help Desk Analyst

SupercityOS; Dartmouth; Hybrid; CAD 40,000 - 55,000; Full time

Job summary

A Managed IT Services Provider in Dartmouth, Nova Scotia is seeking a Help Desk Analyst to assist users with IT issues, manage communications, and troubleshoot technology. The ideal candidate will possess strong customer service skills and relevant certifications. This role offers health benefits, vacation, and opportunities for skill expansion within the team.

Benefits

Health and Dental Benefits

Life Insurance

3 weeks’ vacation

Work-from-Home opportunities

Company Phone and Computer Setup

Qualifications

• Excellent communication skills to interact with clients effectively.
• Ability to troubleshoot various IT issues with different customers.
• Experience in IT helpdesk or customer service roles.

Responsibilities

• Manage incoming communications from users via phone or email.
• Troubleshoot and research system upgrades and perform repairs.
• Train clients and fellow team members on technology usage.

Skills

Customer Service Skills

Troubleshooting

Problem Solving

Education

IT Helpdesk certification

Windows 10 certification

ITIL Foundations

Tools

Windows

MacOS

Office 365

Windows Server

Network systems

Job description

Introduction

The Help Desk Analyst role is the foundation of our business. It's interacting with users to help solve their day-to-day issues while striving to make their IT experience even better.

Company

Supercity Office Systems is a full service Managed Service Provider located in Dartmouth, Nova Scotia. We offer a comprehensive, end-to-end Managed IT Services & Security offering that ensures our customers technology fits with their business goals. Our aim is to build and maintain robust, secure, and cutting-edge IT departments for thousands of users across a wide variety of companies. We take a security-first approach to deliver top-to-bottom IT advisory and professional services. We love helping customers use the tools they already have to empower them to achieve more.

Position Overview

Our Help Desk Analysts work in the Managed Services Team and they do more than just password resets and restarting computers. You will get to help customers troubleshoot networking, applications, mobile devices, and cloud services. You work with Users to better understand their technology. That way, you get a front row seat on the fast track to learning all the core tenets of IT and our processes.

Our Ideal Team Member Will

• Manage incoming communications, whether by phone or email
• Communicate effectively with clients, either face-to-face, by telephone, or videoconferencing
• Update and create mandatory documentation, checklists, and templates
• Be able to troubleshoot and research system upgrades, deployments, and perform repairs on our clients’ equipment
• Thrive dealing with ever changing customer environments, technology challenges, and problem solving
• Work in a team and individually
• Train and educate our clients as well as fellow team members
• Identify opportunities and recommend solutions that will solve business needs
• Have a Canadian driver's license and access to a vehicle
  
  

Our Team Members Get

• Health and Dental Benefits
• Life Insurance
• 3 weeks’ vacation
• Lots of opportunity to expand skills and move up
• The ability to Work-from-Home and in the Office (as required)
• Company Phone and Computer Setup
  
  

Some of the useful program knowledge that would help you from day-to-day:

• Windows and MacOS
• iOS and Android mobile platforms
• Office 365
• Windows Server
• Network systems (Firewalls, Switches and Access Points)
• Microsoft 365, Exchange, Active Directory, Azure, Intune, DNS, DHCP, and Group Policy
• MDM, File & Print Servers
• PowerShell basics
  
  

We would love to have candidates with any of the following qualifications:

• Excellent Customer Service Skills
• IT Helpdesk certification
• Windows 10 certification
• Knowledge of IT Security Concepts
• ITIL Foundations
  
  

If you're interested in this position, please send your resume and cover letter through the Careers page on our website. We're committed to equity, diversity, and inclusion, and we welcome all qualified applicants to apply. Please feel free to self-identify in your application, and we'll review all applications, but only those qualified for this role will be contacted for an interview.