Support Desk Analyst (Edmonton Corporate)

Fountain Tire’s Information Technology team is looking for a Support Desk Analyst to provide multi-channel support, share knowledge and best practices as well as restore service operations. As this is a Support Desk position it does not have to be located in Edmonton and could be anywhere in Canada however our Head Office is located in South Edmonton. This is a term position with an expected end date of August 31, 2024.

What do we offer?

• Educational Allowances that support individual growth and development
• Discounts for you and your family on tires, parts and services at all Fountain Tire locations
• Competitive compensation - wage depending on experience
• Recognition and incentives for your contribution to the organization
• Comprehensive health, dental and vision benefits for you and your family including RRSP matching
• Policies and programs that support a balanced lifestyle, including flex days and an easy commute to our office located close to the Calgary Trail and Southside Anthony Henday

Why Fountain Tire?

• We are one of the 10 largest independent tire dealers in North America, and recipient of many Customer Service and Best Business Awards
• We continually strive to expand our operations in existing markets, as well as new markets and currently, we have over 160 stores from BC through Ontario
• We are a Platinum Member of Canada’s Best Managed Companies

Functional Responsibilities

• Travel may be required to complete projects
• Provide basic support for printers and other office equipment
• Provide direct support through phone calls, email, chats and in person
• Troubleshoot and provide technical support on numerous desktop and custom applications; including hardware/software troubleshooting and configuration
• During the course of troubleshooting, utilize support systems, remote control tools and technical or functional knowledge to resolve customer issues
• Monitor network outages and work with ISPs to create trouble tickets
• Share knowledge and best practices with peers to help ensure the Support Desk team provides consistent and reliable support services
• Follow all defined IS Methods (i.e. Change Management, KT Problem Analysis)
• Create, modify and use knowledge articles to speed customer resolutions and provide consistent and reliable support services
• Keep current with relevant industry news, trends and best practices
• Work with Tier 2 and Tier 3s to capture and document issue details that will help speed problem resolution
• Complete ongoing training to stay current on new technologies and grow a career path
• Other duties as required to provide assistance to Desktop Support and Computer Operations
• Handle move/add/change requests for FT users
• To avoid service interruptions, some work may include off shift, weekend work and on-call services after normal business hours. Will carry cell phone to facilitate intra-department communications both during and after normal business hours.
• Log Incidents for every support contact and capture accurate and thorough notes on each case
• Performance standards will be measured against the Support Desk performance matrix
• Implement and maintain service management strategies that align with the ITIL framework
• Diagnose and resolve basic network/internet related problems.
• Follow logical question practices with users to clarify issues and help determine root cause

The necessary experience, knowledge, skills and abilities required in the role

• Time management and organizational skills
• A strong belief and understanding of being a team player in an enterprise environment.
• Extensive proven technical abilities, including logical troubleshooting and problem solving skills
• A high degree of customer focus and good attention to detail
• Excellent communication skills (written and verbal)
• Knowledge of current hardware, software and networking systems, sufficient for resolving issues
• Technical certifications or a Diploma in Computer Science and 3 to 5 years experience in a Support Analyst role; a combination of education and experience may be considered
• Ability to multi-task and maintain attention to detail
• Preferred experience Microsoft Office products, Windows OS, Microsoft Dynamics AX

Interested and qualified candidates are encouraged to apply on-line. In office resumes will be accepted by reception only.