09 Jan
S.i. Systems
Calgary
Our client is seeking a Intermediate Service Desk Analyst to provide Tier 2 software and infrastructure support including Window's upgrades
Candidates must be located in Calgary. A vehicle and valid drivers licence required. Will be a mix of in-office, On-site with clients and WFH.
Must haves:
- 3+ years of experience as a Service Desk, HelpDesk or Desktop Support analyst
- Experience working with Windows Active Directory, Group Policy, DNS, RDS
- Experience working with Firewalls, TCP/IP and Internet connectivity configuration
- Experience with Window's upgrades (Win 10 to Win 11), desktop and software version management
Nice-to-haves:
- ITIL Certificate would be considered an asset
- Excellent communication and customer service skills
- Certifications in the following: Microsoft, Cisco, Aruba, SonicWALL or Fortinet security appliances)
- Post-secondary degree or diploma with an IT focus or equivalent
Responsibilities:
- Responding to client support issues via phone, voicemail, and e-mail to identify hardware/software issues and offer solutions in a friendly and efficient manner
- Analyzing situations, diagnosing problems, while developing and implementing solutions within narrow timelines
- Reparation of customer issues through remote connections and following through on client deliverables
- Ensuring proper escalation during outages or periods of degraded service and following up with customers
- Communicate important information to the Client IT Manager or Account Manager and document all updated client information in Connect-wise.
- Coordinate and schedule product related service activities as needed
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