IT Support Analyst
SIMNET Inc. is a leading provider of cloud computing services and solutions. The IT Support Analyst plays a critical role in ensuring the smooth operation of computer systems, providing first contact support and resolving end-user issues effectively.
Responsibilities
- Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues
- Build rapport and elicit problem details from service desk customers
- Prioritize incidents and service requests according to defined processes to meet defined SLAs
- Escalate incidents with accurate documentation to suitable technician, when required
- Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
- Deploy pre-packaged software using distribution tools and processes as requested by end users
- Use remote tools and diagnostic utilities to aid in troubleshooting and perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined
- Research solutions through internal and external knowledgebase as needed
- Identify and learn appropriate software and hardware used and supported by the organization
- Install antivirus software and ensure virus definitions are up to date
- Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
- Understanding of basic VoIP principles
- Conduct operating system patches and upgrades
- Other tasks and duties as required
Skills
- Understanding and hands-on experience with computer hardware, including printers and peripheral
- Experience with desktop and server operating systems, including Windows, Mac, Linux, Chrome OS, Android, and iOS
- Ability to support all Microsoft Office products
- Working knowledge of a range of diagnostic tools such as Kaseya and TeamViewer
- Basic understanding of networking and routing protocols such as DNS, TCP/IP, ports, protocols (HTTP, HTTPS)
- Working knowledge of Microsoft Active Directory, Microsoft Exchange 2016 and Office 365
- Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes. Certification required within 6 months of employment
- Exceptional written and oral communication skills
- Exceptional customer service and interpersonal skills, with a focus on rapport building, listening, and questioning skills
- Strong documentation skills
- Experience maintaining timely and accurate helpdesk records using the ticketing system; familiarity with Zoho Desk or other ticketing tools
Benefits
- Comprehensive Health & Wellness: Extended health and dental coverage, plus a flexible health spending account (HSA), help you take care of yourself on your terms.
- Financial Wellbeing: Plan for your future with our group RRSP matching program.
- Learning & Growth: Access continuing education opportunities, professional development programs, and tuition support to grow your skills and advance your career.
- Work-from-home options : Flexibility of being able to work from home, especially during times when commuting or in-person interactions may not be ideal.
- Recognition & Rewards: Our gamified, people driven program lets employees and leaders give kudos, earn recognition, and be rewarded for collaboration and impact.
- Collaborative Culture: Join a supportive, inclusive team where ideas flow freely, feedback is welcomed, and teamwork drives success.
- Challenging & Innovative Projects: Work on high-impact projects that inspire creativity, experimentation, and forward-thinking solutions.
- Convenience & Comfort: On-site parking, casual dress code, free snacks & drinks, and company lunches twice a month to keep your day smooth.
- Team Connection: Participate in company events, outings, and team-building activities that celebrate successes and build lasting connections.
Company Overview