Technical Support Analyst Jobs

Reporting to the Sr. Manager, IT End User Services, the Technical Support Analyst II provides timely end-user computing support for incidents and service requests related to all software and hardware in the environment for all company locations and mobility users. This includes and is not limited to support of laptops, desktops, printers, mobile devices, RF guns, tablets, BYOD devices, connectivity via phone, email, web portal, account provisioning and applications. The Technical Support Analyst II will also maintain an effective and efficient IT Configuration Management program within their support area, including the end-to-end lifecycle tracking and recording of supported Assets in ServiceNow and their related configuration attributes.

KEY ACCOUNTABILITIES:

• Support end users on solving computer incidents and service requests related to hardware, software, active directory account provisioning access, RF guns, printers, tablets, telecom/mobility, BYOD devices and connectivity via phone, email, and web portal.
• Provide administrative support on software and hardware, include assisting with Service Asset and Configuration Management (SACM) Database requirements; ensure all assets are tracked throughout their lifecycle; and create and maintain appropriate required documentation in the environment.
• Support current messaging and collaboration services.
• Other duties as assigned.
• Assist in supporting of Cardlock incident and service requests related to software, hardware and applications associated with Cardlock requirements.
• Provide contingency in creation, deletion and modification of accounts, management of access and standardization of policy requirements as requested through ITSRs (Information Technology Service Requests) and associated tickets.

REQUIRED QUALIFICATIONS:

• Able to write step by step process documentation
• Proficient and accurate data entry capabilities
• 4 - 6 years of related work experience:
• Retail, agricultural and petroleum business knowledge/background a plus
• ActiveSync, Mobile Device Management in IOS, Android and Windows Phone
• Microsoft Office Suite of products including Outlook, Project, Access, Visio and Edge
• Industry standard hardware, software and accessories
• Active Directory, Exchange, Messaging, Collaboration and Telecom/Mobility
• ITIL V3 Foundations certification an asset
• Operations monitoring and end user support with respect to Mobile Device Management, BYOD, Windows 10 and VPN solutions for laptop, tablet, and smart phone form factors.
• Workstation hardware/software systems and workstation based operating systems (Windows 10)
• Networking principles and local area networks/communication networks
• Self-starter.
• Working knowledge of the environment not limited to:
• Excellent written, oral and presentation communication skills
• Flexibility/Adaptability is required, especially when working in a team environment
• RF guns, Pin Pads, Tablets
• Ability to manage relationships with customers, internal and external IT service providers
• Proven organizational, decision making, time management and collaboration expertise
• Excellent analytical, problem-solving, and critical thinking skills with ability to multi-task
• Thorough understanding of Asset Management processes and procedures, IT Configuration Management principles and practices in a corporate IT environment based on IT Infrastructure Library (ITIL) practices and procedures
• Post-secondary education, IT technology diploma or relevant certification

We thank all candidates for their interest, however only qualified candidates will be contacted for an interview.