Help Desk Analyst

Socket.dev; San Juan de Terranova; On-site; CAD 45,000 - 65,000; Full time

Benefits offered by this job

Travel privileges with PAL group

Comprehensive health benefits

Defined Contribution Pension Plan

Employee Stock Purchase Plan

Tuition Assistance Program

Employee and Family Assistance

Opportunities for growth

Job summary

PAL Group of Companies in St. John’s, NL is seeking a Help Desk Analyst to provide Tier 1 and 2 end-user support, on-site and remote, with a focus on rapid issue resolution and clear, user-friendly communication.

You will work with cross-functional teams to support servers, networks and software deployments, perform basic installations, troubleshoot problems, and contribute to IT improvements while assisting external managed services customers.

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 setup and maintenance of public cloud technologies such as AWS, Azure and Office 365.
• Experience with Windows and Linux environments and traditional infrastructure (HPE, Aruba, Cisco, Dell, Nutanix).

Responsibilities

• Provide Tier 1 and 2 End-user system support for internal staff, including on-site and remote desktop support.
• Provide server support and maintenance including setup, storage/monitoring, maintenance, patching and general support.
• Provide network support and maintenance across LAN, WAN and external client sites.
• Build, configure and troubleshoot software and hardware enhancements, and infrastructure upgrades.
• Perform and troubleshoot application installations/deployments and upgrades with new releases.
• Work with cross-functional teams to ensure end-users equipment and infrastructure are in working order.
• Troubleshoot and resolve problems with servers, PCs, workstations, and network systems; perform installations, configurations, and upgrades.
• Answering calls, analyze problems and communicate solutions in user-friendly language; conduct end-user training where necessary.
• Diagnose desktop workstation problems and set up PC workstations including cloning and distributing images.
• All other duties as assigned.

Skills

Interpersonal skills

Written & verbal communication

Presentation skills

Prioritization under pressure

On-call rotation readiness

Team collaboration

Customer focus

Education

University degree or college diploma in Computer Science or related field

Tools

SolarWinds

Remote Desktop

Ticketing Systems

Monitoring & Logging Tools

AWS

Azure

Office 365

Job description

Challenge, reward and opportunity – thePAL Group of Companiesoffers 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.#PALGroupOfCompanies