Help Desk Analyst

Steelway Building Systems

4d • Onsite

About The Position

Steelway Building Systems is committed to providing our customers with the highest quality products and services available today. We believe that commitment begins with hiring the best people. Founded in 1976, Steelway is one of Canada’s largest manufacturers of steel building systems. We remain a family-owned and operated business dedicated to customized steel building solutions and employee-driven excellence.

As a Help Desk Analyst, based out of our Aylmer, Ontario facility and reporting to the IT Manager, you will be responsible for day-to-day help desk operations and support of internal and external clients. Due to our continued growth, we are expanding our IT team with a second analyst. By leveraging your customer service skills, technical training, and ability to learn, you will solve a wide variety of challenges in a fast-paced environment.

Requirements

• A combination of post-secondary education in an IT related field AND/OR technical certifications AND/OR practical experience with Microsoft products including: Active Directory / Entra ID (Azure AD), Exchange Online / Microsoft 365 Mail, Windows 10 and Windows 11, Microsoft 365 Apps (Office suite), Windows Server 2019 / 2022, Microsoft 365, SharePoint Online, Teams, Intune
• A grasp of networking basics including TCP/IP, DNS, DHCP, switch and router configuration
• Experience onboarding new staff – user/email creation, hardware and OS setup
• Familiarity with endpoint management tools (e.g. Microsoft Intune, SCCM/MECM)
• Help desk support experience; familiarity with ITSM/ticketing platforms

Nice To Haves

• Azure fundamentals (an asset)
• Linux administration experience
• Relevant certifications are assets: CompTIA A+, Network+, Microsoft certifications (MS-900, MD-102)

Responsibilities

• Primary Help Desk agent: provide outstanding customer service to end users; first response ticket intake (phone/email/walk-ins); maintain end-to-end responsibility for customer's support needs including timely, reliable and courteous communication throughout the ticket lifecycle.
• Track, accurately record, update documents and monitor service requests via the ticketing system to ensure timely resolution; keep users informed of status.
• IT Technician: provide support, break-fix/hardware repair and troubleshooting of IT deployed equipment, smartphones, networks, printers, phone systems and software installations via telephone, email, in person, or remotely.
• Desktop Administration and Support: Configuration of workstations, software and peripherals, on-boarding and off-boarding of end-users, system patching and updates.
• Create and maintain documentation to be used both within the department and for deployment to end-users, in order to assist all users in the quick resolution of their incidents and enable greater self-sufficiency.
• Assist with creating training material including Learning Guides, FAQs and business policies to streamline workflows. Provide training sessions and one-on-one coaching as needed.
• Collaborate effectively with the second Help Desk Analyst to balance workload, share knowledge and maintain consistent service levels.
• Participate in continuous learning and knowledge sharing.
• Participate in our coaching and review processes, all aimed at making your time with us more memorable and moving your career forward.
• Maintain accurate inventory of deployed hardware/software and license tracking.
• Identify core customer business issues and provide solution recommendations to address them.
• Develop necessary tools and workflows to successfully identify issues and evaluate recommendations.
• Identify process gaps and translate them into improvement opportunities.
• Assist the Systems Administrator and other IT members with their duties.
• Other duties as assigned.

Benefits

• Competitive wages
• Comprehensive benefits package, including a health spending account
• RRSP program
• Profit sharing program
• Employee assistance program
• Boot allowance
• Wellness allowance
• Employee referral program
• Computer/Adflo purchase program
• Corporate discounts
• Years of service recognition
• Educational reimbursement
• Company events and celebrations
• Fundraising initiatives supporting local charities
• Monthly employee appreciation lunches and weekly subsidized lunches (Steelgrill)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree