IT Helpdesk Analyst

The IT Helpdesk Analyst is a technology versatilist able to apply a depth of skill to new and existing processes, systems and infrastructure related to global IT. They will perform implementation, maintenance, and asset management tasks as well as assist in system design. This role will provide oversight and receive escalations from Junior Staff as well as support and elevate to Senior Team members where required.

This position will keep abreast of new technologies and continuously explore opportunities to find efficiencies and improve process.

• Oversee helpdesk activities, provide guidance, and peer mentoring and backup coverage to Helpdesk Analyst
• Provide advanced support, troubleshooting and resolution to end users via excellent communication skills, remote sessions and or other support tools
• As a technology subject matter expert, provide advice, guidance, and knowledge transfer and staff training sessions

• Analyze, evaluate, co-ordinate, implement, manage, and support the day-to-day maintenance of all IT hardware and systems as directed by line manager and Senior Staff in accordance with departmental standards
• Escalate extremely complex matters and collaborate with engineering team when required.
• Manage all end user computing device deployments and lifecycle
• Support the Infrastructure Team in the implementation and management of various solutions and technologies
• Perform administration activities of network accounts following departmental procedures and security protocols
• Ensure system reliability through maintaining and implementing infrastructure best practices (e.g., redundancy, backups, security, anti-virus, firewalls)
• Conduct research into emerging technologies and software products to help ensure optimal use of available technologies corporately.

• Responsible for documenting procedures, problems, and their resolutions
• Create both end user and IT support guidance documents for publication to knowledge base

• Applicants should have a minimum of two or more years of relevant IT support or helpdesk experience, along with a post‑secondary diploma or degree in a related field of study, preferably in Information Technology, Computer Science, or a similar discipline.

• Regular office hours
• * Accommodations for job applicants with disabilities are available upon request

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