Technical Services Analyst

Harris Computer; United States; Remote; USD 50,000 - 70,000; Full time

Job summary

A leading company is seeking a Technical Service Analyst to provide support for IT issues, manage employee relationships, and develop operational procedures. The role requires strong technical skills and bilingual proficiency in French and English. The company offers comprehensive benefits including vacation, medical coverage, and professional development support.

Benefits

Three weeks' vacation

Comprehensive Medical, Dental and Vision coverage

Financial and professional development support

Employee stock ownership

Lifestyle rewards program

Flexible work options

Qualifications

• 2-3 years experience in technical support.
• Experience providing face to face support to a corporate customer base.

Responsibilities

• Diagnosing and troubleshooting employee calls for IT issues.
• Providing case status updates to management and end-users.
• Developing and implementing standard operating procedures.

Skills

Bilingual (French/English)

Customer Service

Education

Bachelor's degree

Tools

Microsoft O365 Suite

VPN-Remote Connectivity

Mobile Device Management

Active Directory

Job description

Technical Service Analyst: (Bachelors degree or 2-3 years experience):

• By coordinating, diagnosing, and troubleshooting incoming employee calls, provides support services to employees with technical problems and information technology issues involving desktop, laptop, or network services from local personnel or from employees using network remote access
• Responsible for timely resolution of problems or escalation on behalf of customer to appropriate technical personnel
• Provides case status updates to management and end-users
• Supports and maintains effective relationships with users
• Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support
• Works on problems of moderate scope where analysis of situations or data requires a review of identifiable factors
• Exercises judgment within defined procedures and practices to determine appropriate action.
• Experience providing face to face support to a corporate customer base
• Bilingual (French/English) both orally and in writing, ESSENTIAL

Required Experience Supporting

• Microsoft O365 Suite
• VPN-Remote Connectivity
• Mobile Device Management
• Active Directory

What We Offer

• Three weeks' vacation (four weeks after three years and five weeks after seven years) plus five personal days
• Comprehensive Medical, Dental and Vision coverage from your first day of employment
• Financial and professional development support for CPA candidates and members
• Employee stock ownership and RRSP matching programs
• Lifestyle rewards program
• Flexible work options
• Performance driven organization with many opportunities for advancement
• And more!