Junior Technical Analyst (Helpdesk Technician)

Job Purpose

The primary responsibility of the Jr. Technical Analyst (Helpdesk Technician) at ITS Consulting Inc. is to provide the first level of support which includes software, hardware, and troubleshooting to resolve or manage client issues and where required, onsite dispatch for escalation and project deployment assistance.

Accountable/Reports To: Helpdesk Team Lead

Core Responsibilities

  • Daily technical support over the phone, and remote support regarding software, hardware, and troubleshooting
  • Monitoring and managing the Connectwise ticket system
  • Responding and Coordinating escalations from clients
  • Doing technical research for client and staff escalations
  • Updating client documentation
  • Other tasks as assigned

Key Performance Indicators

  • Tickets completed
  • Complex escalation handling
  • Communication follow ups
  • Positive client relations

Education & Experience

  • 2-year diploma in Computer Networking
  • Client Side Certification (Windows 7/8/10)
  • Or an equivalent combination of education and experience
  • Completed High school
  • Post Secondary Technical Courses
  • MCP MCSE A+ CCNA
  • 2-years professional experience necessary for the entry level. Personal experience is an asset

Knowledge, Skills, and Abilities

  • Server 2008/2012/2016
  • Windows 7/8/10
  • Demonstrated ability in core software, hardware solutions
  • Time management
  • Core client and server hardware and accessory knowledge
  • Core client and server software knowledge
  • Core networking
  • Exchange server basic administration
  • Active directory basic administration
  • Excellent organizational and interpersonal communication skills
  • Critical thinking and Problem Solving
  • Relationship Management
  • Teamwork

Relationships

  • 35% – Other Employees
  • 55% – Clients
  • 10% – Vendors

Location

  • ITS Consulting office

Transportation

  • A car is not required for this job

Organizational Values

  • Innovation – Generating novel and creative solutions to problems that will result in improved performance, better outcomes, high productivity, etc.
  • In-Depth Problem Solving and Analysis – Solving difficult problems through careful and systematic evaluation of information, including possible alternatives and consequences
  • Delivering Results – Maintaining a high level of commitment to personally getting things done
  • Continuous Improvement – Seeking opportunities to improve current processes, systems and methods to promote reliability, quality and efficiency of output
  • Relationship Management – Developing and maintaining positive relationships with clients, co-workers, and with individuals outside their work group
  • Teamwork and Collaboration – Effectively working and collaborating with others toward a common goal
  • Interpersonal Communication – Communicating clearly and effectively with people inside and outside of the organization

Start date: For immediate hire

To apply for this job please visit www.itsconsultinginc.ca.