Help Desk Analyst
Share
Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
*Applications received from this posting may be kept on file for up to one year for consideration in future opportunities*
About Us
supports over 5000 people in Manitoba with developmental disabilities autism and acquired brain injury. We are a not-for-profit organization that offers a wide range of supports for adults children and their families. Our over 2000 staff follow a person-centered approach and adapt to the needs of each person and each family. is guided by its core values of Collaboration Hospitality Excellence and Respect.
is committed to fostering a culture of diversity equity inclusion and accessibility where everyone is respected valued and empowered to bring their authentic selves - free from fear of discrimination - while celebrating the diverse identities and experiences that enrich our community. We stand firmly against individual and systemic discrimination and racism as per the Canadian Human Rights Act.
Position Summary and Scope of Service
We are seeking an energetic and customer-focused Help Desk Analyst to join our team. The ideal candidate will provide first-level technical support to staff through the service desk ticketing system in-person or over the phone and ensure requests for support are handled promptly effectively and professionally.
The Help Desk Analyst is responsible for:
- Providing first-level technical support on software and hardware issues.
- Assisting with the installation of various systems and software.
- Keeping detailed records of specific issues they were asked to assist with.
- Work within the service desk ticketing system to resolve and escalate requests as required.
- Staying up to date with industry developments.
- Effective customer service skills when dealing with staff.
A vehicle is required for occasional travel to other locations within Winnipeg.
Interviewed candidates will be called upon to participate in a skills assessment.
Qualifications
Educational:
- A minimum of two years of progressively responsible experience along with training demonstrating the required knowledge skills and abilities.
- Completion of a related diploma program such as a Computer Support Technician Diploma.
One of the following technical certifications would be an asset:
- CompTIA A
- IT Infrastructure Library (ITIL) Foundation
- Microsoft 365 Certified: Modern Desktop Administrator Associate
- Microsoft Certified Solutions Expert
Professional:
- Provide first-line technical support to employees including troubleshooting and resolving hardware and software issues.
- Assist employees with the use of computer systems and software including training and guidance.
- Install and configure existing and new hardware and software.
- Keep accurate records of all technical support interactions.
- Communicate effectively with employees and management to ensure timely resolution of technical issues.
Personal:
- Ability to work within the spirit of the Mission & the Philosophy of .
- Ability to work harmoniously with all program and service staff support effective communication and promote positive employee relationships.
- Commitment to the ongoing development of technical skills.
- Strong customer service orientation.
- Effective written and verbal communication skills.
- Good problem-solving skills.
- Works well under pressure.
- Creative and innovative with an interest in process improvement.
- Provide first-line technical support to employees including troubleshooting and resolving hardware and software issues.
- Assist employees with the use of computer systems and software including training and guidance.
- Install and configure existing and new hardware and software.
- Keep accurate records of all technical support interactions.
- Communicate effectively with employees and management to ensure timely resolution of technical issues.
Duties and Responsibilities
- Installs configures and upgrades operating systems and software using standard business and administrative packages.
- Troubleshoots and maintains workstations printers scanners telecommunication devices and other IT-related hardware.
- Arranges hardware support and service with external vendors.
- Responds to service requests from remote network locations through on-site support visits or remote takeover processes.
- Supports network users by troubleshooting issues over the phone or through remote connections.
- Respond to customer requests for service using Service Desk Incident Management software to ensure effective customer service and the meeting of Service Level Agreements.
- Performs network identity and account management administration for users and resources through Active Directory.
- Provides training and user support for installing hardware software and devices.
The above information is intended to describe the general nature of this position and is not considered a complete statement of duties and responsibilities. Additional duties and responsibilities may be assigned provided they are consistent with the qualifications identified and fall within the parameters of this role.
We offer a competitive salary and a comprehensive benefits package that includes: Health & Dental Plans Life Insurance Plans Long Term Disability Employer Paid-Employee Assistance Plan and Employer-Matched Pension Plan. We also offer access to an on-site gym professional development training opportunities and affordable staff parking.
is a bilingual organization. Proficiency in both official languages (French/English) would be considered an asset.
As a Condition of Employment successful candidates will be required to provide a satisfactory Criminal Record Check with Vulnerable Sector Screening Adult Abuse Registry Check Child Abuse Registry Check and Prior Contact Check.
As a Condition of Employment new hires must complete a series of Occupational Health checks. This includes the requirement to confirm immunization or immunity of specific communicable diseases. Successful applicants will also be required to provide proof of COVID-19 vaccination prior to start date.
supports equitable employment practices and promotes an inclusive workforce representative of the people we support including diverse abilities backgrounds cultures and identities. Applicants can request reasonable accommodations in all aspects of the selection and hiring process.
Required Experience:
IC
Key Skills
- user account
- Active Directory
- Customer Service
- Information Technology
- desk support
- End user
- Project Management
- Phone Calls
- service levels agreement
- Desk Staff
- Ltil
- Procedures
- Setup
- hardware
- Technical Support
About Company
Positions Available: DAYS EVENINGSNIGHTS Program Service Areas: Child & Young Adult Health Services (CYAHS): Supports Children & Young adults with complex medical needs. Adult Health Services (AHS): Middle Aged population 25 - 40 Adult Services (AS): Population over 40+ years of ageSt ... View more
