It Service Desk Analyst, Tier 1

Application Deadline: 4 August 2023

Department: IT 1 Promenade Circle, #308, Thornhill, ON, L4J 4P8

Employment Type: Full Time

Location: Promenade - 308

Compensation: $45,000 / year

Description

The primary purpose of the IT Service Desk Analyst, Tier 1 role is to provide frontline support, internally and externally, for both hardware and software issues via telephone, in person, or remote access promptly. This role also is responsible for following-up with on-going support issues, communicating new developments to users, and to assist in the maintenance of the Reena infrastructure and Data Centre environments as assigned. You will provide technical end-user support to local and remote users with the highest standard of professionalism and customer service.

Please note all interested candidate will need to comply to the mandatory Vaccination Policy thereafter (i.e. boosters, as applicable); Reena will comply with the Ontario Human Rights Code (OHRC) and accommodate staff, that for bona fide human rights protected reasons are unable to be vaccinated, based on providing supporting documentation that substantiates this requirement.

Reena is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act ('AODA'). If you require accommodation for disability during any stage of the recruitment process, please notify Human Resources.

Key Responsibilities:

Support the internal clients by:

• Liaising with external suppliers and vendors, acting on behalf of the customer.
• Escalating technical support as needed, both internally and externally.
• Troubleshoot and resolve technical issues related to Desktop/Laptop hardware, mobile devices, tablets, printers, software, audio/video systems, collaboration tools, and network connectivity.
• Troubleshooting any printing-related issues, and provide on-site Desk Support
• Handling remote connectivity issues and LAN/WAN connectivity issues.
• Performing hardware configurations; setting up Desktops and Laptops, Android devices, iPhones, tablets and printers etc.
• Other duties as assigned.
• Providing first line support for Windows-based servers (2008, 2012 R2), Androids, iPhones, tablets and support for Cisco Switches and Firewall appliances.
• Providing NOC monitoring and being proactive on maintenance for potential issues
• Using the Service Desk ticketing system, ensuring consistent communication with users.
• Efficiently providing frontline support for hardware and software issues in a courteous and responsive manner, ensuring maximum productivity.
• Creating, managing, monitoring, and updating tickets in the Service Desk software tool.

Self-Development:

• Seeks out new information and opportunities to enhance competencies, and integrates the results into own career planning.
• Takes action to improve own abilities in line with career goals, including volunteering for "stretch" assignments and taking on increased responsibilities.

Qualifications:

Formal Education and Experience

• 1-2 years college certificate in related field
• Certifications in Microsoft an asset
• Keen understanding of the role of IT in business
• Experience with Active Directory and Microsoft Exchange
• Other IT certifications an asset
• Commitment to continual professional development and industry certification
• 1-2 years of experience in an IT Service Desk environment
• General knowledge of non-profit environments

Collaboration

• Willing to help and encourages others to learn new and different parts of their jobs by sharing knowledge, experience and information.
• Reinforces sharing of expertise between team members and among teams to achieve superior services/results.