IT Analyst (Northstar Hyundai)

Go Auto•Edmonton, AB

8d•Onsite

About The Position

Go Auto – One of Canada’s largest Auto Dealership Group – is on the hunt for an Information Technology Support Analyst. This role is for a full-time career with flexible hours and the opportunity to work and grow alongside top Information Technology professionals. The IT Support Analysts are the first line of contact for customers experiencing issues with installation, configuration, operation and management of Go Auto managed services. They are the “face of Go Auto” and must be passionate about helping staff solve problems with a sense of urgency. A successful candidate will have excellent customer service skills as well as good analytic, critical thinking and troubleshooting skills. This position will function as a highly skilled Service Desk Analyst as well as providing Desk Side onsite support.

Requirements

An excellent telephone manner is required together with the ability to handle challenging support situations with a calm and methodical approach
Understanding of Active Directory: creating accounts, group policy and group management.
Ability to create new and manage email accounts in Office 365.
Ability to effectively balance high volume of productivity demands against ability to provide analytical troubleshooting and problem resolution
Ability to troubleshoot in a high level systematic way. Ability to identify symptoms and research cause.
Understanding of basic Networking principals, including network troubleshooting for connectivity issues, DHCP, DNS, use of tools like PING, NSLOOKUP and NETSTAT.
Strong team player, excellent communication skills, excellent organizational skills, self-motivated / drive, flexible.
Good interpersonal skills for written, oral and face to face communications, both within technology and the business.
Must have at least 5 years’ relevant experience in a Service Desk / Help Desk / Field Service Environment.
A great attitude and the ability to have fun!

Nice To Haves

Desirable to have previous experience working with CDK Global or have worked in the Automotive Retail Industry.
Desirable to have experience working with Active Directory, Office 365, Windows and have a good understanding of networks.

Responsibilities

Understand customer support, likes to work with people and can ensure that the customer is satisfied.
Address and resolve basic and complex incident and requests; enter quality information into tickets and appropriately capture data; complete follow-up and follow-through on all tickets.
Manages all incident and request to ensure that work is completed to the customers’ satisfaction.
Build strong relationships within Go Auto by working across organizational boundaries to resolve customer incidents and requests.
Contributes to self-help knowledge bases and documents typical requests and incidents, resolutions and work around procedures.
Identifies, evaluates, promotes and implements customer support best practices.
Mentors, supports, and cross-trains other service desk and desk side analysts.
Grows deeper knowledge of current corporate products, increasing ability to resolve tickets on first contact.
Uses creativity and innovation to automate and streamline processes and procedures.
Uphold any confidential information that you may be privy to as it relates to your role.
Responsible for hardware deployment and onsite support, including PCs, monitors, printers, and anything else deemed “IT Equipment”
Ensures inventory of equipment that is being deployed or recovered is recorded and Inventory Coordinator is updated of any changes

Benefits

Three weeks of vacation after your first year, four weeks after five years, and five weeks after ten years.
Comprehensive health care, dental (80% - 100%), and health spending accounts.
An employee investment program that guarantees a 10% return every year.
Opportunity to grow within the company with over 40 dealerships.

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