Deskside Support IT Analyst - 1 year contract

MDA•Richmond, BC

1d•Onsite

About The Position

MDA's IT Department is seeking an IT Analyst to join our Tier 2 Deskside Support team. You will provide computer support services to users in all areas of the company address various technical incidents and problems, work with various types of software, and support PC hardware/peripherals and operating system platforms within secure environments. Your duties will also include account administration, software and hardware troubleshooting, diagnosing problems, installing software, creating end user documentation, and other tasks associated with end user readiness and support. You will provide computer support to all MDA staff (Engineering, Administrative, Information Technology, etc.) within established service levels. You will act as liaison with field service (external and internal) personnel to identify and resolve system hardware and software problems, and escalate or make recommendations to IT management, as appropriate, regarding the completion of assigned projects.

Requirements

A diploma or degree in in related studies and minimum 1 year of providing support (in person, email, and telephone) in a Deskside Support or Help Desk environment, or an equivalent combination of training and experience.
Stay abreast of new technologies.
Must be a good team player with the ability to work well with others and demonstrate a professional demeanor.
Strong analytical and problem–solving skills with the ability to identify root causes.

Responsibilities

Using the corporate Service Management tool, you will provide exceptional Tier 2 technical and user support via telephone, email, and other online-based or remote-control tools in a timely and courteous manner
Enter, prioritize, and manage Incidents and Service Request tickets and ensure Users are provided with timely updates on Incident and Service Request tickets
Use customer service skills to clearly and effectively communicate with end users using corporate telephony and messaging tools
Perform analysis, troubleshooting and resolution of end user technology (desktops, laptops, software, mobile devices, peripherals, access) issues and escalate when required
Perform basic analysis, troubleshooting and investigation into network, server, storage, and enterprise application issues and inquiries and escalate as required
Maintain knowledge and expertise in Microsoft Windows 11, Active Directory, SCCM, Office M365 administration, and Dell hardware
Continually maintains and upgrades technical capabilities and knowledge
Creates and maintains department procedures, user guides, and support documentation
Participates in technical testing and projects as directed
Provide support to ensure stable, reliable desktop systems to the MDA user community across all offices.