Helpdesk Analyst - Strathmore, AB

Magnum Cementing Services•Strathmore, AB

3d•Onsite

About The Position

Under the direction of the Director of Corporate Services, the Helpdesk Analyst is responsible for maintaining all computer systems, ensuring that they run smoothly and providing technical support and advice to computer users.

Requirements

Able to work overtime, accommodate a flexible schedule, and travel to meet the needs of the business.
Participate in a rotational afterhours On-Call schedule.
Able to lift up to 50 pounds independently.
Able to climb ladders and stairs and crawl on the floor and under desk.
Customer service focused with excellent client management skills.
Strong work ethic, positive attitude, reliable, and dependable.
Legally eligible to work in the country the role is based out of.
Experience in the support of MS Windows systems, software and tools.
Experience supporting end user hardware and software.
Understands the importance of safety.
Demonstrated initiative and results orientated.

Nice To Haves

College diploma or a bachelor degree in computer science or information systems.
High degree of flexibility and adaptable to changing priorities.
Self-starter, organized, able to prioritize and multitask.
Able to work autonomously and be proactive in addressing issues.

Responsibilities

Act as the primary resource for end user computer related problems/issues and questions.
Maintain, analyze, and troubleshoot end user software and computer problems and test fixes to ensure problem has been adequately resolved.
Perform hands-on fixes in person and remotely, including installing and upgrading of software and hardware.
Escalate problems as required to additional support or management.
Use helpdesk software to record, track, and document the helpdesk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Assure that all tickets requiring follow up work and/or calls receive appropriate attention.
Assist coworkers in the resolution of end users technical issues.
Assist coworkers in the execution of established processes and escalations.
Test, image, and clean PC laptops, monitors, printers, and other related hardware.
Support end user mobility products such as android phones tablets and iOS devices.
Alert management to emerging trends in incidents.
Adhere to site audit responsibility policies and procedures.
Assist in developing and documenting improvements to current processes.
Participate in training and development activities.
Other related duties as required.