Help Desk Analyst

Rippling, Inc.; Toronto; On-site; CAD 42,000 - 62,000; Full time

Job summary

Keeran Networks is seeking a Help Desk Analyst to provide technical support across hardware, software, and networking for Keeran clients. You will diagnose issues, guide clients, and close tickets while expanding your knowledge base.

The role emphasizes strong communication, multi-tasking across projects, and client-focused service in a collaborative team environment in Canada. Local site visits may be required.

Qualifications

• Post-secondary education with an IT focus or equivalent.
• Experience with Windows desktop and server support, and networking is expected.
• Willingness to grow as a communicator and contribute to knowledge base.

Responsibilities

• Respond to client support issues or vendor requests via phone or in person to identify issues and offer solutions.
• Diagnose problems and develop solutions within tight timelines.
• Provide comprehensive support for client environments including hardware, OS, line of business apps and network equipment.
• Aim to complete ticket volume quickly with client success in mind.
• Visit client sites to resolve issues not solvable remotely.
• Update and contribute to the internal knowledge base.

Skills

Windows desktop

Windows server

Networking

Education

IT-focused education

Job description

You are looking for an opportunity to demonstrate your innate abilities as a Help Desk Analyst. Perhaps, you are ready for your next challenge, addressing more complex issues and problems. You pride yourself on figuring out the impossible. And you also want a team that you can work hand in hand with, adding to a diverse culture built on respect.

Reporting to the Team Lead, you will provide technical support, advice, and guidance to Keeran clients in their applications, hardware, software, and other related computing systems. You will look to be growing your skills as a communicator and feel accomplished closing tickets, ensuring clients are happy and growing your knowledge base with exposure to many industries.

Your day-to-day responsibilities may include:

• Responding to a variety of client support issues or vendor support, via telephone or in person at their locations, to identify issues and offer solutions in a friendly and efficient manner
• Analyzing situations, diagnosing problems, while developing and implementing solutions within narrow timelines
• Provide complete support for client environments including hardware, operating systems, line of business applications and network equipment
• Focused on completion of ticket volume in short time frame with client success in mind
• Client site visits to resolve issues that couldn't be fixed remotely
• Use, update and contribute learning content to the internal knowledge database

Your resume should outline the following:

• Post-secondary education with an IT focus or equivalent
• Previous experience working with a managed service provider would be an asset
• Experience working with Windows desktop, server support and networking
• Investment in further knowledge and education through any further certifications
• Experience with all aspects of business networks - end-user support, security, backup and recovery, disaster recovery, desktop, and software version management

During the interview process, we will be looking for:

• How you express your technical knowledge and articulate IT issues that you have been able to solve
• Exceptional interpersonal skills: how you relate with others even when you're under the pressure of an interview
• Examples of how you manage multiple projects at a time taking into consideration time management and organizational skills. Working for a managed service provider means being able to prioritize tasks with minimal supervision
• Examples of how you've gone above and beyond for your client group (whether in house or as a consultant in the past)

Why Keeran:

• A dedicated and transparent leadership team
• Commitment to your growth and development
• Tier 1 experience (0-2 years of previous help desk experience)
• Tier 2 experience (2-4 years of previous help desk experience)
• A platform to voice your ideas and your concerns

Commitment to Diversity, Inclusion and Equality:

Keeran Networks is committed to creating an employment opportunity that begins with inclusion, diversity, and equity. We welcome individuals from all backgrounds to apply including: of any race, ancestry, place of origin, colour, ethnic origin, ability, citizenship, creed, sex, sexuality, sexual orientation, gender identity, gender expression, same sex partnership, age, marital status, family status, immigration status, receipt of public assistance, history of mental health issues, health status, political affiliation, learning difference, level of literacy, accent, first language, body type, physical appearance and abilities, stature or socio-economic status.