HELP DESK ANALYST

EPC Industries Limited•Amherst, NS

11h•Onsite

About The Position

The Help Desk Analyst role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain internal user resolution expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person hands-on help at the desktop level.

Requirements

Excellent communication skills, both verbal and written
Proven ability to work well under pressure
Demonstrate strong customer service skills
Strong attention to detail and a commitment to accuracy; detail-oriented
Time-management and organizational skills; able to multi-task effectively
Must be willing to travel on an occasional basis as required
Experience supporting business critical systems, locally and remote
Troubleshooting skills to other technical areas (printers, photocopiers, fax machines, cabling)
Basic knowledge of Microsoft Active Directory, Group Policies, Cisco VoIP/IP PBX equipment, Quest Kace, and SAP
Good knowledge of IP addresses and basic network troubleshooting skills, MS Windows OS for Microsoft Office 365 Anti-Virus, Anti-spam, and Web Content Filtering products, PC, laptops, and handheld mobile devices
College diploma in a related field or one years’ commercial experience.

Nice To Haves

ITIL foundation certification or above
CompTia Fundamentals, A+, Network+

Responsibilities

Proactively manages the service desk calls to ensure that all client requests are recorded and updated as and when there is any progress, where appropriate
Performs PC, Mac, handheld device, telephone, cell troubleshooting; provides end user support
Provides wide range of basic support to all end-user applications and / or direct to the relevant 3rd party support partner for resolution
Provides basic Local Area Network (LAN)
Installs new hardware and software as required
Setup new end-user equipment and install where necessary
Modifying or creating end-user specific documentation relating IT hardware and software
Participates in the after-hours on-call support rotation for the Information Technology Department
Provides infrastructure support to remote personnel and additional Emmerson Packaging sites