IT Support Analyst Tier 1

Position Summary

As a member of the IT Operations Team the IT Support Analyst is responsible for providing first line technical support to Emco teammates working out of our over 280 locations across Canada and at our National Support Centre in London ON. The Tier I IT Support Analyst will ensure Emco teammates are receiving the highest quality of customer and technical support services in adherence with established service levels. This includes remote provisioning of hardware and software for teammates remote troubleshooting and isolation of hardware software and network issues reported by teammates and resolution of these issues.

The Emco Tier I IT Service Desk team provides Monday through Friday from 7:00 AM ET to 8:00 PM ET support and therefore members of the team must be able to work shifts.

This is a full-time position. Only candidates capable of working from the National Support Centre location in London Ontario will be considered. Candidates must be able to work legally within Canada.

Qualifications :

Education and Experience 

• Post-secondary degree or diploma in compute science or information technology  
• Two (2) years experience in a customer facing IT service desk role  
• Two (2) years experience supporting end user hardware software applications and networking  
• Two (2) years experience supporting end user mobile phones 
• Strong organizational skills with the ability to communicate well both verbally and in writing 

Technical  

• Knowledge of computer hardware including desktops/laptops/tablets mobile phones printers/copiers 
• Experience with supporting Windows IoS and Android operating systems  
• Experience with desktop applications desktop operating systems and server operating systems including Microsoft Outlook Microsoft Office Suite Microsoft Terminal Services (RDP) Active Directory 
• Knowledge of Microsoft 365 Administrator including Azure Active Directory Exchange Online Endpoint Manager 
• Knowledgeable in managing and supporting antivirus system 

Other Skills 

• Exceptional customer service orientation 
• Sound verbal and written communication skills; bilingual (French and English) is an asset  
• Good listening skills  
• Eager to fully understand end users issues find solutions promptly 
• Building and maintaining positive relationships 
• Solution-oriented focusing on driving end user issues to timely and satisfactory resolution  
• Proactively looking for improvements and efficiencies with a focus on end user experience 
• Supporting established incident management procedures through the incident lifecycle 
• Organized with the ability prioritize and multitask 
• Ability to absorb and retain information quickly 
• Highly self-motivated self-directed and keen attention to detail 
• Proven analytical troubleshooting and problem-solving abilities 
• Experience working in a team-oriented collaborative environment 

Additional Information :

Salary Range: $50000 - $55000 per year

Applicants must be eligible to work from/working in Canada.

EMCO is an equal opportunity employer and is committed to maintaining a discrimination harassment and barrier free workplace where all employees can contribute to their fullest potential. EMCO is committed to diversity equity and inclusion in our workplaces. All employment decisions are based on business needs job requirements and individual qualifications without regard to race colour creed place of origin sex sexual orientation gender gender identity gender expression religion family or parental status or any other characteristic protected by the law. We welcome applications from all minority group members women Aboriginal persons persons with disabilities members of sexual minority groups neurodiversity and others who may contribute to the further diversification of ideas.

EMCO uses third-party artificial intelligence to assess resumes to facilitate the review of candidates. For further information please contact .

Remote Work :

No

Employment Type :

Full-time