IT Helpdesk Analyst

QHR Technologies Inc; Kelowna; On-site; CAD 45,000 - 60,000; Full time

Job summary

A technology company is seeking an IT Helpdesk Analyst to be the front line of support in their Technology Department. The role involves resolving both day-to-day and complex technical problems, aiding remote and on-site staff, and managing service logs. Candidates should possess strong problem-solving skills and a technical diploma with relevant experience. This position operates in a fast-paced environment and may require lifting up to 50lbs, fostering a positive workplace culture.

Qualifications

• Strong problem-solving skills in a fast-paced environment.
• 1-3 years of experience related to networking concepts.
• Good understanding of Microsoft server technologies.

Responsibilities

• Resolve technical problems for internal customers both on-site and remotely.
• Maintain service logs using ticketing software.
• Install and configure hardware and software for employees.

Skills

Problem solving

Networking concepts

Technical understanding of PCs and phones

Education

Technical or Networking Diploma

Tools

ServiceNow

VMWare

Hyper-V

Job description

Position Summary

IT Helpdesk Analysts are the front line to the Technology Department at QHR. They will work independently, as well as with other Technology teams, to resolve both day-to-day and complex technical problems. Some overtime is expected in this role, as required.

Essential Functions

• Fluent with Windows, MacOS, iOS, Android operating systems.
• Maintain service logs in the ticketing software (ServiceNow).
• Supporting internal customers who work remotely and on-site within our offices.
• Clarifying customer needs, answering questions, troubleshooting, determining resolutions in a timely manner, as well as follow ups.
• Able to install, configure, upgrade, and provision all employees with hardware, software, and access based on their roles and needs.
• Asset management and tracking of computer hardware and software.
• Participate in ongoing duties and projects, investigate and implement new and emerging technologies, and work towards continual improvement of the support services, materials and best practices.
• Ability to lift or move up to 50lbs.
• Organizational duties and expectations: Promote QHR’s “Blue Culture” framework to foster a collaborative, positive, and efficient workplace image both internally and externally, as reasonably directed by your manager or lead.

Qualifications

Mandatory

• Strong problem solving skills and the ability to work in a fast-paced environment.
• Working knowledge of networking concepts is essential, including technical or Networking Diploma with 1–3 years of experience.
• Good technical understanding of devices such as PCs, Phones, Macs; networking; Windows Server; other operating systems; Microsoft server technologies such as Microsoft Active Directory (or Azure AD); Office Productivity Applications, etc.

Assets

• Previous experience working in an IT helpdesk or technical customer support.
• Experience in VMWare and/or Hyper-V or other virtualization technologies.
• Knowledge in UNIX / Linux / RHEL operating systems.
• Experience in ServiceNow.