THE HIROC GROUP North York, ON, CANADA; Toronto, ON, CANADA
POSITION TITLE:
HelpDesk Analyst
REPORTS TO:
Manager, Information Technology and Administration
EDUCATION REQUIRED:
College Diploma or University Degree in the field of Computer Science
HDA Certification (HelpDesk Analyst) – Tier 1 (Support Specialist)
EXPERIENCE REQUIRED
Minimum 1 year equivalent work experience in a helpdesk support role.
SKILLS AND ATTRIBUTES REQUIRED:
* Must work well with others in a team environment and be flexible in approach to problem solving
* Exceptional computer knowledge in both hardware and software – pc maintenance, configuration, implementation
* Experience with desktop and server operating systems
* Exceptional interpersonal skills, especially listening and questioning
* Ability to work independently, self-motivated
* Well-developed analytical and critical thinking skills
* Computer literacy with special emphasis on Microsoft Office Suite of applications
* Strong troubleshooting skills for hardware, software, office equipment, phone systems
* Knowledge of office equipment including fax machines, multi-function digital copiers
* Ability to effectively prioritize and execute tasks in a busy environment
DUTIES AND RESPONSIBILITIES:
* Backup Network Technician
* First Line Technical Support for The HIROC Group, Winnipeg, CMEPP and ISMP Canada
* Setup and install new workstations using checklists created for users and optimization
* Field incoming helpdesk requests from end users via KBOX, telephone, email, in a courteous manner
* Document all pertinent end user identification information, including nature of problem or issue
* Prioritize and schedule problems. Escalate problems (when required) to the appropriate person (Tier 1, 2, 3).
* Record, track, and document the helpdesk request problem-solving process, including all successful and unsuccessful decisions made, actions taken, through to final resolution.
* Apply diagnostic utilities to aid in troubleshooting
* Access software updates, drivers, knowledge bases, and FAQ resources on the internet to aid in problem resolution
* Identify and learn appropriate software and hardware used and supported by HIROC, CMEPP and ISMP Canada.
* Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
* Install anti-virus software
* Test fixes to ensure problem has been adequately resolved.
* Perform post-resolution follow-ups to help requests.
* Develop internal knowledgebase
* Research
* Maintain KBOX
* Perform preventative maintenance, including checking and cleaning of workstations, printers and peripherals
* Troubleshoot user problems and follow-up resolution
* Administrate the phone system – HIROC and ISMP Canada
* Conversion of files being sent out by e-mail or placed on website
* Scanning
* IT inventory of hardware, software including licenses, and peripherals using KBOX and Excel
* Administer education program – videos, dvd’s
* Perform system upgrades of applications after thorough testing
* Implement new builds for database management system (IBS)
* Daily backups – HIROC, RMSAM, CMEPP, ISMP Canada as per contract
HOURS OF WORK:
Monday – Friday 8:30am – 4:30pm. May be required to work some evenings and weekends for systems testing and implementation purposes.
WORKING CONDITIONS:
May require some travel
Please send your résumé to:
hr@hiroc.com
In order to be considered for this position, please include a current résumé or detailed qualifications’ summary with your application. Only those selected for an interview will be contacted
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