IT Helpdesk Analyst

Job description

IT Help Desk Analyst will report to the Service Delivery Manager and provide remote technical guidance, assistance, coordination and follow-up on customer questions, problems or malfunctions of all PC, MAC-related, Office 365, Network issues with a goal of first contact resolution.

1+ years of experience working for a Managed Service Provider, MSP or remotely supporting multiple external clients required

Job Profile

• IT Help Desk - provide first and second level technical support through phone and email
• Support Windows and MAC desktop and laptop computers
• General access and connectivity issues
• Desktop application issues
• Basic administration of user accounts and groups
• Take ownership of trouble tickets, working and tracking issues to resolution
• Record detailed information into Service Desk ticketing system
• Support for mobile devices such as iPhones and Android phones
• Occasionally act as a liaison between Partners/Clients and NOC team .

Candidate Profile

• 2 plus years of experience in a Service or Help Desk Desk/Inbound Support Center environment
• Windows and Apple operating systems
• Office 365 Mail and Email clients (Microsoft Outlook)
• Proficient in Active Directory
• Knowledge of network basics
• Knowledge of VPN basics
• Excellent communication, written and verbal are vital
• Excellent customer service skills are vital
• College or Technical Institute degree in Information Technology or other related discipline required.
• CompTIA Network+/Security+/A+, or MS365 role-based certifications an asset
• Customer service, especially with inbound phone contact

Job Types: Full-time, Permanent

Benefits

• Paid time off
• Work from home

Schedule:

• 8 hour shift

Experience

• IT Help desk: 2 years (required)
• Office 365: 1 year (required)