Purpose:
Job Title: Help Desk Analyst
Location: Ottawa, Ontario
Type: 100% on site (no possibility for remote work)
Reports to: IT Systems Support
No. of Positions: 1
ATR: 4455
Type: Full Time, Permanent
Salary: Salary, commensurate with experiences
Benefits: Yes
Job Responsibilities:
As part of the infrastructure team, the candidate will provide first level support for our users. This role is 100% on site, there is no possibility for remote work. Responsibilities include:
- Processing incoming email and support tickets through Sales Force Application
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
- Plan, prioritize, respond, and resolve issues either remotely, in person, over the phone, or by email
- Ensure Service Centre helpdesk tickets are kept up to date in corporate helpdesk ticketing system
- Working with escalation teams and end users to ensure issues are resolved
- Install, modify, and repair computer hardware and software
- Document standard operating procedures to aid in problem resolution
- Create user accounts and managing access control based on company policies
- Assist in user administration on various phone systems
- Assist in maintaining accounts on email infrastructure
- Provide staging, installation, ongoing support (e.g. troubleshooting
equipment malfunctions) and maintenance of IT equipment for use
by internal and external customers
- Assist in evaluating hardware and software upgrades
- Monitor servers and printers to ensure maintenance and support requirements are met
- Maintain IT company asset information
- Work with both external vendors and internal stakeholders to maintain customers Service Levels
- Participate in various IT projects
- Participate in rotating on-call support (weekly)
- Travel to our various locations may be require
Qualifications:
- Microsoft certification would be an asset
- 3 years’ experience as a Helpdesk Analyst / IT Technician
- Experience working with Microsoft Remote Desktop Services, Windows 10
- Windows Server 2012/2016/2019/2022 environment is an asset
- Experience with Desktops, Laptop, tablets, mobile devices and printers
- Knowledge of Office 365, Azure Active Directory and file compression software, backup/restore/imaging utilities, MDM utilities, and various remote software utilities desirable
- Understanding of networking protocols, including TCP/IP, DNS, DHCP, VPN
- Ability to learn various security applications and tools.
- Ability to travel provincially and nationally; valid driver’s license and clean abstract required
- Excellent problem solving, analytical skills, technical skills and attention to detail
- Solid planning and organizational skills including the ability to plan, coordinate, prioritize and monitor a number of responsibilities
- Ability to positively communicate with users, customers, and peers both verbally and in writing
- Must be able to work individually or with a team in a fast paced, dynamic environment
Human Resources:
While we thank you for your interest, only select applicants will be contacted regarding the position.
OMS is an inclusive and equal opportunity employer committed to providing diversity
and accommodations for applicants upon request at any stage of the recruitment process in
accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario
