IT - Help Desk Analyst

Talent Acquisition • Full-time • Mississauga, Ontario • 1w ago

At Achev, we believe that everyone deserves an equal opportunity to build a better life and a successful future. For more than 30 years, we have dedicated ourselves to helping diverse Canadians and newcomers achieve their full potential. Today, we are one of the largest providers of employment, newcomer, language, and youth services in the Greater Toronto Area. Our dedicated team of nearly 400 staff delivers a wide range of innovative, high-quality, and personalized programs and services that empower our clients to prosper and our communities to thrive.We thrive in a OneAchev culture where collaboration and an integrated service delivery will positively impact Achev’s resiliency, agility, success, and growth.

Join us in helping diverse Canadians and newcomers achieve their full potential!

Achev’s latest Impact Report: www.Achev.ca

DUTIES AND RESPONSIBILITIES

- User Support: Serve as the initial point of contact for users experiencing technical difficulties. Respond to inquiries via phone, email, and the ticketing system (SolarWinds). Provide timely and effective assistance with hardware, software, and network connectivity issues.
- Ticket Management: Review, categorize, prioritize, and distribute incoming IT service requests through SolarWinds. Analyze and assess the severity and urgency of each ticket to ensure appropriate escalation and assignment.
- Incident Triage: Classify tickets based on urgency and impact to clinical and administrative operations. Escalate high-priority issues immediately and handle low-impact requests accordingly.
- Issue Documentation: Maintain accurate and detailed records of all service requests, including the nature of the problem, affected systems, and steps taken towards resolution.
- Troubleshooting: Diagnose and resolve technical issues related to desktop/laptop computers, peripherals, printers, mobile devices, and software applications.
- System Administration: Perform installation, configuration, maintenance, and troubleshooting of desktop hardware, software, and peripheral devices. Administer equipment hardware and software upgrades.
- Account Management: Maintain user accounts, permissions, and access rights in Active Directory.
- Inventory Management:Create and maintain an accurate inventory of all IT equipment, including desktop computers, laptops, printers, and mobile devices.
- Vendor Management: Work with vendors and suppliers for hardware warranty services, repairs, and quotes for new equipment.
- Security Monitoring:Monitor security alerts and incidents, respond to threats, and assist in resolving security breaches.
- System Maintenance: Assist with regular maintenance of critical systems, including server patching, backups, and performance monitoring.
- Knowledge Management: Contribute to the development and maintenance of an IT knowledge base to improve ticket resolution efficiency and reduce recurring incidents.

QUALIFICATIONS

- Education:
  - Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
  - Experience: Minimum 3 years of experience in an IT support or service desk environment.
  - Legal Authorization: Legally authorized to work in Canada.
  - Driver's License: Valid driver’s license and access to a reliable vehicle.
- Technical Skills:
  - Operating Systems: Extensive knowledge of Windows 10/11, including troubleshooting, installation, and configuration.
  - Active Directory: Proven experience with user and computer management, group policy administration, and troubleshooting Active Directory related issues.
  - Cloud Computing: Familiarity with cloud-based services, such as Microsoft 365 and Azure Active Directory.
  - Networking: Good understanding of networking concepts (TCP/IP, DNS, DHCP, SMTP, etc.) and proven experience troubleshooting network connectivity issues.
  - Software Applications: Proficiency in supporting Microsoft Office 365 Suite (Outlook, Word, Excel, PowerPoint, Teams, SharePoint, OneDrive), Adobe Acrobat, and other common business applications.
  - Hardware: Hands-on experience troubleshooting and supporting desktop/laptop computers (Lenovo, HP), printers (Ricoh, HP, Canon), and mobile devices (iOS and Android).
  - Security: Awareness of IT security best practices and experience with security software (e.g., Windows Defender, FortiClient).
  - ITSM Tools: Familiarity with IT service management systems like SolarWinds, DameWare, or similar ticketing systems.
  Key Competencies:
  - Problem-Solving: Ability to quickly assess technical issues, prioritize based on urgency and impact, and escalate when necessary.
  - Analytical Skills: Strong analytical skills to troubleshoot complex IT system issues. Ability to independently research a wide range of resources to identify the best solution.
  - Communication Skills: Excellent written and verbal communication skills, with the ability to explain technical information clearly to both technical and non-technical audiences.
  - Attention to Detail: Meticulous focus on accuracy, ensuring tickets are correctly categorized, prioritized, and routed.
  - Organizational Skills: Ability to manage a high volume of service requests, prioritize tasks, and meet deadlines.
  - Customer Service Orientation: Strong interpersonal skills and a commitment to providing exceptional customer service.
  - Initiative: Proactive and self-motivated with the ability to work independently and as part of a team.
  - Confidentiality: Must maintain confidentiality and handle sensitive information with discretion.

We’re looking to welcome people to our diverse, inclusive, and authentic workplace. We especially welcome applications from members of racialized groups, Indigenous peoples, persons with disabilities, persons of diverse sexual orientations and gender identities and others with the skills and knowledge to productively engage with diverse communities. We are committed to a selection process and work environment that is inclusive and barrier-free. So, if you’re excited about this role or another one, please apply on our website www.achev.ca