Service Desk Analyst

Triton Environmental Consultants, Ltd.; Northwestern Ontario; On-site; CAD 45,000 - 60,000; Full time

Job summary

Triton Environmental Consultants, Ltd. in Thunder Bay, ON, seeks a Service Desk Analyst to provide hands-on IT support to end-users, troubleshoot issues, and manage incidents with a focus on strong customer service.

The role is fully on-site in Thunder Bay. Qualifications include a IT-related degree or diploma, experience with MS Office, Office 365, SharePoint/OneDrive, Azure, and Exchange, plus AD and Windows OS.

Qualifications

• Bachelor’s degree or College diploma in Information Technology, Computer Science, or a related field considered an asset.
• Experience with MS Office applications, Office 365, SharePoint/One Drive, Microsoft Azure, and Microsoft Exchange required.
• Experience building and repairing computer hardware; knowledge of hardware components and technologies.
• Experience with Active Directory, Domain Services, and Windows Operating Systems required.
• Customer Service or Helpdesk experience preferred.

Responsibilities

• Managing incidents and service requests
• Maintaining documentation
• Communication with clients regularly
• Offer both onsite and remote support for computer hardware, software applications, incident troubleshooting, and configuration to an assigned group of client companies
• Participate in IT Services as assigned (e.g., backups/restoration, threat prevention, etc)
• Additional responsibilities as assigned.

Skills

Technical Support

Customer service

Troubleshooting

Communication

Teamwork

Prioritization

Driver's license

Education

Bachelor’s degree or College diploma in IT

Tools

MS Office Suite

Office 365

SharePoint/OneDrive

Microsoft Azure

Microsoft Exchange

Active Directory

Windows OS

Job description

JOB OVERVIEW

Reporting to the Service Desk Manager, the Service Desk Analyst is responsible for providing technical support to end-users, troubleshooting issues, and providing excellent customer service.

Job Location: 151 Brock St. W. Thunder Bay, ON.

This is a fully on-site position based in Thunder Bay. Candidates local to Thunder Bay or planning to relocate are encouraged to apply. Applicants from outside the area are welcome; however, relocation costs will be at the successful candidate's own expense.

KEY RESPONSIBILITIES

• Managing incidents and service requests
• Maintaining documentation
• Communication with clients regularly
• Offer both onsite and remote support for computer hardware, software applications, incident troubleshooting, and configuration to an assigned group of client companies
• Participate in IT Services as assigned (e.g., backups/restoration, thread prevention, etc)
• Additional responsibilities as assigned.

QUALIFICATIONS

EDUCATION & EXPERIENCE

• Bachelor’s degree or College diploma in Information Technology, Computer Science, or a related field considered an asset
• Previous experience with MS Office applications, Office 365, SharePoint/One Drive, Microsoft Azure, and Microsoft Exchange required
• Previous experience building and repairing computer hardware, and a working knowledge of past and existing computer hardware components & technologies required
• Previous experience with Active Directory, Domain Services, and Windows Operating Systems (Consumer/Server) required
• Previous experience in a Customer Service or Helpdesk Environment is preferred

KNOWLEDGE, SKILLS & ABILITIES

• Technical Support and Troubleshooting skills
• Analytical skills with the ability to solve complex issues
• Excellent customer support and customer service skills
• Ability to work well in a team
• A theoretical working knowledge of virtualization and remote application delivery services preferred
• Strong ability to prioritize tasks and meet deadlines
• Strong attention to detail and accuracy
• Professional verbal and written communication skills
• Experience in a fast-paced environment with multitasking responsibilities
• Must possess a valid driver’s license and be willing to travel regularly to client locations

WORKING CONDITIONS

• Must be able to obtain and maintain a clear criminal record check
• Physically able to perform all listed job duties
• This role involves working in a variety of environments and includes regular interaction with staff and members of the public
• On Call/Shiftwork as required to provide after-hour client support
• Various shifts at a fast pace to meet service level requirements of our clients
• Must be able to obtain and maintain a clear criminal record check
• Physically able to perform all listed job duties

Methods and procedures described or implied in the job profile may be altered to accommodate employees.