Help Desk Analyst
CBV Collections Services Ltd. - Burnaby, BC

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CBV Collection Services Ltd. is a leading provider of collection services with over 90 years of success. We represent some of the most prestigious clients in the marketplace within sectors such as finance, telecommunications, and government. With our forward thinking and ever expanding business spanning across North America we collect the right way -- one call at a time

Position Summary:
Reporting directly to the Help Desk Manager, the Help Desk Analyst Tier 2 position is a role where
Help Desk responsibilities include providing local support for desktop, server and LAN operations in
all of our offices. The ideal candidate will have 3 to 4 years work experience in a professional
environment, along with a keen interest in joining a team of professionals whose focus is providing
exceptional client service.

Essential Duties & Responsibilities:
Responsibilities of the Help Desk Analyst Tier 2 include, but are not limited to:
 Providing professional customer-friendly Level 2 Help Desk support for internal systems including PCs, software, Servers, and Network.
 Research and troubleshoot problems related to PCs, software, network, and servers. Escalate calls to Manager when necessary.
 Physical hardware moves/rollouts.
 Attend annual technical training.
 Maintain and monitor support ticket system and respond to support requests in a timely manner according to established SLA’s.
 Participate in weekly team meetings and provide valuable input.
 User account management with using Active Directory.
 Thorough documentation of support tickets, processes and systems functionality.
 Occasional after hours support.
 Liaise with vendors and service providers for Moves/Adds/Changes/New Orders.
 Hardware inventory management.
 Work closely with Manager for initial troubleshooting on more advanced issues.
 Able to work on projects from start to completion.
 Provide technical, security and process training to users.
 Passport needed for occasional travel (within Canada and to the U.S.)

Experience & Qualifications:
The minimum qualifications for this position include:
 Formal education in Information Technology.
 3-4 years working in IT industry.
 Excellent knowledge of Microsoft Operating Systems, Servers, and Office products.
 Knowledge of deploying and troubleshooting thin clients, PC’s, servers, and laptops.
 Basic knowledge and proficiency with VM Ware.
 Knowledge of digital faxing.
 Knowledge of Cisco VoIP.
 Quick understanding & willingness to learn new computer technologies.
 Positive attitude & organized with strong interpersonal, verbal & written communication skills.
 Ability to work under pressure and meet deadlines.
 Ability to multitask.
 Self-motivated, prompt, and has the ability to work independently.
 Bilingual in English and French an asset.
 Exceptional troubleshooting skills.
 Ability to prioritize tasks accordingly.
 Respond to emergency outages in a calm manner.
 All other duties as required.

About this company
CBV has been a privately-held company since 1921. We are also owners of Primary Financial Services, L.L.C., located in Phoenix, Arizona....