IT Technical Analyst

Hitachi Vantara Corporation; Toronto; On-site; CAD 45,000 - 60,000; Full time

Job summary

A leading company in the Green Energy & Mobility sector is seeking a Level I Service Desk Technician. This full-time position requires strong interpersonal skills and experience in IT support. You will be responsible for resolving end-user issues and ensuring efficient computer operations. The role emphasizes customer service and requires knowledge of various diagnostic tools and software. Join a diverse team committed to creating an inclusive environment.

Qualifications

• 3 years equivalent work experience in IT support.
• Extensive knowledge of computer hardware and software.

Responsibilities

• Provide first contact support for incoming requests.
• Record and document the incident-solving process.

Skills

Interpersonal Skills

Documentation Skills

Problem-Solving

Customer Service Orientation

Research Skills

Education

College Diploma or University Degree in Computer Science

Tools

Active Directory

Azure

MS Office Suite

CISCO Any Connect

Ticketing Systems

Job description

Location:Toronto,Ontario,Canada
Job ID: R1008170-HRG
Date Posted: May 13, 2025
Segment: Green Energy & Mobility
Business Unit: Hitachi Rail
Company Name: Hitachi Rail GTS Canada Inc.
Profession (Job Category): IT, Telecom & Internet
Job Type (Experience Level): New Graduate
Job Schedule: Full-time
Remote: No

About Us

A career at Hitachi Rail will help create a legacy. With operations in every corner of the world, our work goes to the cutting-edge of digital transformation and technology. From the multi-cultural strength of our global organisation to the sustainable and innovative ways we work to bring people together, there's something for everyone to get stuck into. And that's where you come in.

Toronto, Ontario, Canada (Hybrid)

The Level I Service Desk Technician's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations.

Key Responsibilities:

• Alert management to emerging trends in incidents
  

Operational Management

• Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues
  
• Build rapport and elicit problem details from service desk customers
  
• Prioritize incidents and service requests according to defined processes to meet defined SLAs
  
• Escalate incidents with accurate documentation to suitable technician, when required
  
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
  
• Use remote tools and diagnostic utilities to aid in troubleshooting
  
• Research solutions through internal and external knowledgebase as needed
  
• Identify and learn appropriate software and hardware used and supported by the organization
  
• Develop help sheets and FAQ lists for end users
  
• Contribute to technician knowledgebase as needed
  
• Reinforce SLAs to manage end-user expectations
  
• Provide suggestions for continual improvement
  

Required Skills and Experience:

• College diploma or university degree in the field of computer science and/or 3 years equivalent work experience
  
• Extensive Knowledge of basic computer hardware and Software and peripherals
  
• Knowledge in Active Directory and Azure
  
• Experience with desktop and operating systems, Win 10- Win 11
  
• Extensive application support experience including MS Office Suite, CISCO Any Connect
  
• Working knowledge of a range of diagnostic utilities and ticketing systems
  
• Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills
  
• Strong documentation skills
  
• Fluent in English written and oral communication skills
  
• Ability to conduct research into a wide range of computing issues as required
  
• Ability to absorb and retain information quickly
  
• Ability to present ideas in user-friendly language
  
• Highly self-motivated and directed
  
• Keen attention to detail
  
• Proven analytical and problem-solving abilities
  
• Ability to effectively prioritize and execute tasks in a high-pressure environment
  
• Exceptional customer service orientation
  

Preferred Skills and Experience:

• Certifications in CompTIA
  
• Familiarity with the fundamental principles of ITIL
  

Thank you for your interest in Hitachi Rail. If your application is of interest, we will be in contact. Please do not hesitate to discover more about us and our latest jobs at https://www.hitachirail.com/careers .

At Hitachi Rail, there is a place for everyone. We welcome and value differences in background, age, gender, sexuality, family status, disability, race, nationality, ethnicity, religion, and world view. It is our commitment to create an inclusive environment - we are proud to be an equal opportunity employer.

We would be delighted if you would be one of our followers at https://www.linkedin.com/company/hitachirail .

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