It Support Analyst Ii

3 month contractual opportunity
Provide first line telephone support to in-house end users of computers in the areas of applications, technology and technology service management. Delivers quality customer service to Help Desk customers by providing a single point of contact for problems and inquiries. Responsible for receiving and directing calls, analyzing software and hardware problems, resolving problems or directing the inquiries to the appropriate Technical Analyst. Answers user PC and software questions, serves as liaison with IT department, and assists with software training. Tracks service calls form initiation through completion ensuring that the call has been completed and the client is satisfied. Prepares all required logs and documentation as per established guidelines.
Advantages
In order to drive our business to continued heights, our business practices and our contribution to society must be rooted in diversity, equity, and inclusion. We foster an environment in which everyone is able to share their voice and talents, in a safe space, where they have the opportunity and resources to fully realize their potential. We are therefore committed to developing and realizing programs, tools and processes that ensure a diverse, equitable and inclusive environment for our employees
Responsibilities
Responsibilities:

• Supports and troubleshoots user problems to determine if the problem is hardware, software or procedural, requiring a broad knowledge of current hardware and software. Interviews users to gather information about the problem, and if possible leading the user through diagnostic procedures to determine the problem, if not possible relay information to second level support. Recognize problems, research, isolate, resolve and follow up. Logs and prioritizes requests for service.
• Develop training curriculum and documentation for departmental training programs. Deliver classroom instruction for Microsoft and SAP software applications. Assesses the effectiveness of training, makes improvements, makes recommendations, implements changes, and provides feedback as required.
• Coordinate paperwork for requisition, transfer or disposal of company computers. Ensures that confidential information and licensed software has been removed from recycled, donated, or disposed of equipment, as per established procedures.
• Escalates to appropriate resource and follows-up to ensure resolution to user satisfaction. Receives, maintains, and enters or closes all system requests into tracking systems. Prepares weekly and monthly statistical reports. Notifies users of incidents, maintenance, scheduled completion of resolution, service completion dates, or other requirements. Documents problem resolution or referrals, follows up on incomplete jobs. Solves basic end user requests in the areas of software hardware, networking, and telecommunications.
• Administration of user access, and passwords as per established procedures. Receives and follows up on signed documentation according to the Information Technology policy. Prepares, completes, and files required documentation. Track, coordinate, maintain and provide administrative support for all other projects as required. Provide contingency planning for all scheduled changes.
• Tracks, documents, and maintains loaner laptop pool. Install software, configure, hardware and software, for loaner equipment, ensures appropriate paperwork is completed. Coordinates hardware and software for new hires, terminations, and transfers. Maintain up to date documentation of IT procedures, systems configuration standards, maintenance and upgrades. Coordinates the receipt of office supplies, and computer equipment.
• Coordinates fixed assets requests for the MIS department. Provides other administrative support as required.

Qualifications

• Must be able to establish enough rapport to elicit productive answers to investigative questions that result in timely and accurate solutions
• Experience with SAP, Networking, and Microsoft Certification is required.
• Predominantly routine and significant problem solving where a variety of solutions may be tried before the issue is resolved.
• Some significant problems may require research and consultation with others to find a solution.
• Working knowledge of DELL compatible personal computers and common peripherals.
• Must be able to solve issues, where resolution of problems requires investigation of technical aspects to discover the root cause.
• Courteous exchange of information, in a customer complaint environment.
• Calming irate customers may be required.
• Working knowledge of basic LAN/WAN concepts, and various software packages currently used.
• Three- or four-year Community College or University degree in information technology or equivalent, with a minimum of 1-year related work experience.

Summary
Provide first line telephone support to in-house end users of computers in the areas of applications, technology and technology service management. Delivers quality customer service to Help Desk customers by providing a single point of contact for problems and inquiries. Responsible for receiving and directing calls, analyzing software and hardware problems, resolving problems or directing the inquiries to the appropriate Technical Analyst. Answers user PC and software questions, serves as liaison with IT department, and assists with software training. Tracks service calls form initiation through completion ensuring that the call has been completed and the client is satisfied. Prepares all required logs and documentation as per established guidelines.
Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.
Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to [email protected] to ensure their ability to fully participate in the interview process.