IT - Help Desk Analyst

DUTIES AND RESPONSIBILITIES

• Act as first line of user support for Achēv by responding to and organizing tickets, phone calls and email requests to the help desk, providing one on one support to Achēv employees across all sites
• Record all information into the Achēv ' Workflow Management System
• Perform installation, configuration, maintenance and troubleshooting of desktop hardware, software and peripheral and portable/mobile devices.
• Ensure network connectivity and perform preliminary diagnostics as required and - escalate issues based on the impact and urgency of the incident.
• Administer equipment hardware and software upgrades and maintain end-user accounts, permissions and access rights
• Maintains PC equipment & software inventory
• Perform system backups and recovery
• Create and maintain inventory of all desktop, laptop computers, and miscellaneous IT equipment including mobile devices
• Work with vendors and suppliers for hardware warranty services, hardware repairs, and quotes for new equipment
• Hands-on involvement in the processes and administration related to IT equipment,
• e.g. photocopiers, desktop equipment (monitors, phones and cell phones)

QUALIFICATIONS

• Bachelor's degree in IT-related field preferred.
• A+ or Microsoft MCSA certification preferred.
• 2-5 years' experience in IT-related fields
• In-depth knowledge and experience with Windows 10+
• Thorough understanding of Windows AD and Windows Domain environment.
• Strong knowledge of common business applications and software suites, including but not limited to MS Office 2007+, major web browsers, antivirus software, remote access/support software, VPN clients and Adobe products
• Strong interpersonal skills and client service focused
• Self-motivated quick learner genuinely enthusiastic about going above and beyond to help people solve their IT problems and get the most from their IT devices and systems
• Travel is required to 9 sites (a car and valid Ontario Drivers' License are required)

Salary: $63,000

This is a current vacancy.Please note that we use AI tools in our application screening process.  All hiring decisions involve human review.