Position: Service Desk Analyst
Reports to: Director, Information Technology
Department: Information Technology
Purpose
The Client Services Analyst is responsible for assisting in providing day-to-day front-line support for desktop hardware, software, and applications for business users. The role involves working with HelpDesk System, Asset Inventory, End user equipment (Desktops, Laptop, Android & Apple Mobile devices, Printers, Monitors, Peripherals), End user Software (Microsoft Windows, Office 365 Suite, Adobe, NetDocuments, NitroPDF, OneStream, Bloomberg), Enterprise Systems (Active Directory, Azure Entra ID, Microsoft 365, Teams, Proofpoint, CrowdStrike, Automox, FortiClient VPN, OneDrive, SharePoint), Meeting rooms (Teams devices), and other third-party applications.
Key Accountabilities
1. Provide Timely and Effective User Support
- Respond to support tickets for a wide variety of technologies (hardware and software).
- Diagnose and resolved assigned tickets.
- Coordinate repair and installation requests with external service providers.
2. Assist in Equipment Installation and Maintenance:
- Prepare and install all equipment and software for new and existing users.
- Administer network login IDs, passwords, and user/rights management.
- Assist in implementations, enhancements, and modifications of new hardware and software rollouts, including customizations and informal user training.
3. Support Day-to-Day Operations and Administration:
- Maintain and update inventory lists as required.
- Document service/support reports as needed.
- Develop and maintain knowledge of company operations/procedures and insurance industry trends/developments to contribute to quality customer service and support.
4. Other Responsibilities:
- Assist in IT Security investigations (Email, Desktop).
- Assist with Projects, Tasks from IT Team and other ad-hoc requests.
- Assist with installing vulnerability patches for Desktops, Laptops.
- Security Access Card programming.
- Test AV equipment prior to important meetings.
Key Competencies
- Strong customer service orientation.
- Effective communication with users and management.
- Quick and accurate problem-solving skills.
- Excellent interpersonal skills and ability to work as a team member.
- Knowing when to escalate issues.
- Ability to manage multiple projects.
- Attention to detail and organizational skills.
- Taking ownership of helpdesk tickets with ensuring resolution.
- Willingness to learn and be a team contributor.
Qualifications
- 4+ years of IT Service Desk work experience required.
- Knowledge of and ability to install/maintain computer hardware/software with expertise in Operating Systems (Windows 11/10), Microsoft Office 365, Printers, Mobile devices & Common Enterprise applications.
- Microsoft Certification and ITIL Foundation knowledge are assets.
Additional info
- Ability to lift computer equipment as required.
- Some on-call weekend work may be required.
- Three days in the office – must be flexible based on requirements in the office.
The pay range that the employer reasonably expects to pay for this position is between CA$55,000 and CA$65,000
Our voluntary benefits offering includes medical, dental, vision and retirement benefits.
Applications will be accepted on an ongoing basis.
Tundra Technical Solutions would like to thank you for the interest you have demonstrated in this opportunity. However, only candidates with the required skills will be contacted.
Tundra Technical Solutions is an Equal Opportunity/Affirmative Action Employer. We welcome and encourage diversity in our workplace.
Not interested in this position, but know somebody who might be? Check out our Referral Reward Program, referrals are a big secret behind our success. As always, we’re on the lookout for great people. And we know that you know great people!
Tundra Technical Solutions is among North America’s leading providers of Information Technology and Engineering staffing and consulting services. Our success and our clients’ success are built on a foundation of service excellence. Rather than continually trying to sell to new clients and companies and simply filling databases with candidates, we focus on developing stronger relationships and deeper knowledge of our existing clients’ challenges and opportunities.
Open ears. Open minds. Open futures