Support Desk Analyst

Support Desk Analyst – 2 positions – 1 bilingual

My client located in London, Ontario is a leading distributor of products for the construction industry.  They strive to satisfy the needs of their customers with a focused product assortment, transported and sold through an extensive network of locations in Canada.  “Do the right thing” is a fundamental belief shared throughout the organization and is integral to their success in building strong customer relationships that withstand the test of time.

 We’re looking for 2 x IT helpdesk gurus to provide internal support for employees. Candidates should have a mix of technical and customer service skills and be passionate about technology and helping people. We provide tier 1 support for all PC desktop, laptop, servers, printers, mobile devices, telephony, smart phones, printers and related equipment.  We also provide end user support for adds, moves, change requests, problem resolutions, hardware and software installations, upgrades and patch management.

Position Summary:

  • Provide tier 1 end user helpdesk support and problem resolution to remote sites for PC and telecom issues
  • Handle helpdesk escalations through tickets, email and phone
  • Follow up on outstanding requests and ensure timely resolution
  • Support Windows (7 and 10), Office 2013 and above and Office 365
  • Support Mobile devices (iOS, Android), PC hardware, Printers, scanners, computer peripherals
  • Support Client PC connectivity – WiFi, ethernet, TCP/IP, and VPN
  • Manage and monitor internal assets to ensure accurate records, software licenses
  • Coordinate 3rd party maintenance on printers & copiers
  • Create accounts and configure hardware as part of on-boarding process
  • Schedule Add/Move/Change of telecom services
  • Other duties may be added and/or assigned as needed
  • Some travel may be required (less than 5%)

Position Qualifications:

  • For one of these two roles, bilingual English and French both verbal and written is required
  • Ability to communicate technical information, both verbal and written, to a wide range of end-users
  • Working knowledge of fundamental operations of relevant software, hardware and other equipment outlined in the Position Summary
  • Knowledge and experience of customer service practices
  • Related working experience and/or training in troubleshooting and providing helpdesk support
  • Strong interpersonal and communication skills
  • Must be self-motivated and able to work effectively both alone and as part of a team
  • Have a strong sense of ownership, and a need to be challenged
  • Active Directory maintenance and Exchange 2013; File server knowledge is an asset
  • Experience with Symantec desktop security is an asset
  • College or University degree in a related field or equivalent experience

Please send resume and cover letter to maureen@2a3group.ca or call 519-858-8880.