Help Desk Analyst

PAL; Saint-Jean-sur-Richelieu; On-site; CAD 52,000 - 70,000; Full time

Benefits offered by this job

Health benefits

Pension plan

Employee Stock Purchase Plan

Tuition Assistance

Employee assistance programs

Growth opportunities

Job summary

PAL is seeking a Help Desk Analyst to join our team in St. John's, NL. You will deliver Tier 1 and 2 end-user support, covering on-site and remote assistance for staff and managed services clients.

The role requires solid knowledge of Windows and Office 365, basic server and network basics, and strong communication skills to translate technical concepts for non-technical users. Travel may be required and on-call shifts are possible.

Qualifications

• University degree or college diploma in Computer Science or related field.
• Experience with MS Office and Office 365.
• Experience with SolarWinds, remote desktop, ticketing systems and monitoring/logging tools.
• Experience with AWS, Azure and Office 365.
• Experience with Windows and Linux environments and infrastructure tools (HPE, Aruba, Cisco, Dell, Nutanix).
• Excellent interpersonal and communication skills.
• Ability to explain technical concepts to non-technical users.
• Able to work in a fast-paced environment and on-call when required.
• Open to travel as needed.

Responsibilities

• Provide Tier 1 and 2 end-user support for staff, onsite and remote.
• Provide server support and maintenance including patching.
• Provide network support across LAN/WAN and client sites.
• Build, configure and troubleshoot software/hardware enhancements.
• Install/deploy/upgrade applications with new releases.
• Collaborate with teams to keep equipment and research systems in working order.
• Troubleshoot and resolve server/PC/network issues; perform installations and upgrades.
• Answer calls, diagnose problems, and translate tech solutions for users.
• Set up PC workstations and image deployment as needed.
• Other duties as assigned.

Skills

End-user support

Tier 1-2 support

Windows & Linux

Networking basics

Education

University degree or college diploma in Computer Science or related field

Tools

SolarWinds

Remote Desktop

Ticketing Systems

Monitoring & Logging

AWS

Azure

Office 365

Cisco

Job description

Challenge, reward and opportunity - the PAL Group of Companies offers all three. If you are a motivated, energetic and challenge-driven individual who is eager to succeed, you will fit in great with our corporate culture. With a proud history in the aviation industry for nearly 40 years, our company has grown and expanded to become international leaders in aerospace and aviation.

Supporting the PAL Group of Companies, we are looking for Help Desk Analyst to join our team in St. John's, NL.

Responsibilities:

• Provide Tier 1 and 2 End-user system support for the internal staff, including on-site and remote desktop support. Provide assistance and computing support for external, managed services customers.
• Provide server support and maintenance. Including basic server setup, storage/ monitoring, maintenance, patching and general support.
• Provide network support and maintenance across various networking devices through the internal LAN, WAN and external client sites. Basic management, updates, reporting and general network support.
• Build, configure and troubleshoot software and hardware enhancements, and infrastructure upgrades.
• Perform and troubleshoot application installations/deployments and upgrades with new releases.
• Work collaboratively with cross functional teams to ensure end-users equipment, servers, networked equipment, and research equipment are in working order
• Providing high-level support and will overlap with some duties of other IT support staff: troubleshoot and resolve problems with servers, personal computers, workstations, laptops, peripherals, and/or network systems etc.; perform hardware and software installation, configuration, upgrades and enhancements
• Answering phone calls, analyzing problems and resolving recurrent difficulties, communicating technical solutions in user-friendly language, and conducting end-user training where necessary
• Diagnosing desktop workstation problems, set-up of PC workstations including configuration, duplicating and distributing hard drive images
• All other duties as assigned.

Qualifications:

• University degree or college diploma in Computer Science or related field
• Experience with support and administration of traditional office applications, such as: MS Office, Office 365.
• Experience with traditional IT support tools and systems like; SolarWinds, remote desktop, ticketing systems and monitoring and logging tools
• Previous experience with the setup and maintenance of public cloud technologies such as; AWS, Azure and Office 365.
• Experience with Windows and Linux environments as well as traditional infrastructure like HPE, Aruba, Cisco, Dell, Nutanix etc.
• Excellent interpersonal skills.
• Strong written and verbal communication skills.
• Good presentation skills and the ability to communicate technical concepts to non-technical personnel
• Ability to prioritize and work in a fast-paced environment
• Must have good familiarity with other IT infrastructure technologies such as large scale high performance storage systems, databases, telephony & cloud computing
• Network design experience is an asset
• Strong experience with networking systems: LAN, WAN, switches, routers, protocols, firewalls, VPN, wireless networks, security appliances, and network access security
• Experience with VOIP telephony systems is an asset
• Completion of Cisco and Microsoft certifications would be considered an asset
• Open to travel when necessary
• Ability to work an on-call rotation

What PAL offers you:

• Personal travel privileges with PAL and interline agreements with other airlines
• Comprehensive health benefits including medical, dental, vision, and life insurance
• Defined Contribution Pension Plan
• Employee Stock Purchase Plan
• Employee Tuition Assistance Program
• Employee and Family Assistance Programs
• Opportunities for growth

PAL is committed to fostering an inclusive work environment that celebrates and encourages diversity, equity, and inclusion whereby individuals are recognized, supported and respected. Candidates of all backgrounds are encouraged to apply. Only those candidates selected for an interview will be contacted. Thank you.