Service Desk Analyst (Calgary)
IT Weapons - Brampton, ON

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We are an award winning IT Consulting Company specializing in virtualization; cloud computing, application delivery, network design and security, managed services and business resilience. IT Weapons is looking for motivated, innovative, and career-oriented people to join our award-winning consulting team. We offer a wide range of benefits, opportunities for advancement, fully paid professional education, as well as profit sharing.

Position Overview

  • Provide front line external and internal support for both hardware and software issues via telephone or remote assistance in a timely manner
  • Investigating the cause of end user problems
  • Escalating technical support as needed internally and externally
  • Acting as the customer’s representative when dealing with external suppliers; i.e. internet service provider, software vendor etc…
  • Monitoring the client’s active system to ensure maximum efficiency and minimize downtime
  • Follow up on ongoing support issues and communicate new developments to customers
  • Assisting in the maintenance of the IT Weapons Data Centre environment as assigned
  • Assuming the 24/7 Technical Escalation Service Desk on-call duties as scheduled/required

Qualifications and Expectations

  • Various application support
  • Citrix connectivity issues
  • LAN/Wan connectivity issues
  • Trouble Shoot printing issues
  • Active Directory administration
  • Microsoft exchange administration
  • Server reports analysis
  • NOC (Network Operating Center) monitoring and notifying customers of potential issues
  • 24x7 shift (after probation period approximately every 6 weeks)
  • Using ConnectWise ticket entry and updating to ensure consistent communication with the customer
  • Hardware configuration – setting up computers, thin client, iPad’s, etc.
  • Onsite Desk-Side Support – required in the “Greater Calgary Area”
  • ShoreTel phone system troubleshooting and support
  • Daily backup management
  • First line support of Windows based servers
  • First line support for Blackberries and iPhones
  • BES sever support/analyzing BES logs
  • Email client troubleshooting
  • Server patching and post patching testing
  • Creating Technical Documentation
  • Communicate with Manufactures (HP, DELL, RIM, etc.) to resolve technical issues
  • RSA Token Administration
  • Submit weekly time sheet
  • IT technical certifications would be of benefit to a successful candidate
  • Must display an understanding of technology and its central role in business
  • Ability to work in a fast-paced, highly collaborative environment
  • Strong commitment to ongoing professional development and industry certification is essential
  • *Bilingual (French) optional

Skills and Values

  • Excellent verbal and written communications skills
  • Ability to handle multiple assignments, manage priorities, and meet strict deadlines
  • A sense of urgency for task completion and customer satisfaction are a must
  • Pride in the quality of one’s work is critical
  • Must share our commitment to honesty, integrity, and personal accountability

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