IT Service Desk Analyst

The Hillman Group, Inc.•Toronto, ON

2d•Hybrid

About The Position

The IT Service Desk Analyst is a role located in Toronto, Canada, within the Hillman Canada head offices. This position follows a hybrid work model, requiring both remote and onsite support (4 days onsite). The role may involve visiting other locations in Scarborough and Milton, Ontario, and potentially traveling out of province. Reporting to IT Leaders in the US, this role serves as the primary point of contact for technical assistance, support, and advice to technology users in both the US and Canada. In addition to Level I support, the IT Service Desk Analyst also functions as a Deskside Analyst, handling escalated hardware and software troubleshooting and coordinating warranty equipment repairs with company IT vendors.

Requirements

Bachelor’s Degree in information systems or combination of education and equivalent experience required.
Minimum 2 years in the information systems industry preferably in the IT Service Desk or Deskside Support areas.
Strong working knowledge and fundamental operations of Microsoft Windows, Microsoft 365, Active Directory, Desktops, Laptops & Tablets, Printers & Peripherals, Networking Fundamentals.
Strong working knowledge of hardware repair involving the support of Desktops, Laptops & Tablets.
Strong working knowledge of relevant call tracking applications, remote support tools and asset inventory systems.
Excellent organizational skills.
Excellent Customer Service skills for internal and external customers.
Must have excellent problem solving, troubleshooting and analytical competence.
Excellent time management skills; ability to correctly prioritize and multi-task in a fast-paced environment with multiple deadlines is essential.
Flexible to differing schedules and project timelines.

Nice To Haves

ITIL Foundation Certified preferred.
HDI Service Desk Analyst Certified preferred.

Responsibilities

Provides IT Service Desk support and resolves problems to the end user’s satisfaction.
Monitors and responds quickly and effectively to requests received through the IT Service Portal.
Monitors the queue and processes tickets first-in first-out based on priority.
Provides technical support for hardware, software, and systems, including laptops, desktops, office and facility printers, and field devices like palm pilots, tablets, and RF scanners.
Assists with onsite AV and Hardware support (e.g., boardroom projectors, speakers).
Provides feedback on company products, processes, and/or procedures.
Analyzes problems by using automated diagnostic programs.
Assists with the on-boarding of new users, both remote and on-site, including desk setup.
Meets all established IT Service Desk Service Level Agreements (SLAs).
Documents internal procedures.
Looks for ways to improve and/or optimize IT Service Desk processes.
Ensures that quality control standards are met.
Works closely with software engineers and a variety of end users to ensure technical compatibility and user satisfaction.
Maintains and reports asset inventories.
Modifies configurations, utilities, software default settings, etc. for the local workstation.
Manages PC setup and deployment for new employees using standard hardware, images, and software.
Assigns users and computers to proper groups in Active Directory.
Performs timely workstation hardware and software upgrades as required.
Installs, tests, and configures new workstations, peripheral equipment, and software.
Maintains inventory of all equipment, software, and software licenses.
Works with Vendors to identify solutions to uncommon problems.
Listens carefully to the customer, asks questions to diagnose the nature of the problem, and then patiently walks the customer through the problem-solving steps.
Provides ‘self-help’ documentation for customer use.