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We are Systematix and we are looking for a IT Service Desk Analyst to fill a six-month contract-to-hire position with one of our key clientele in Toronto.

ABOUT THE PROJECT

This Level One IT position is responsible for ensuring that all end user IT computing including telephony incidents and IT service requests issued by end users are completed within the agreed to SLA terms. As IT Service Desk Analyst, you will provide a primary support function in the Incident Management process by taking callsemailsweb incidents and driving them to resolution andor escalation.

ABOUT THE RESPONSIBILITIES

• Provide Level I Help Desk support for global customer. Troubleshoots all incidents that come into the IT Service Desk. Triage/troubleshooting respective hardware and software, e-mail, network and peripheral equipment problems; makes repairs and corrections where required.
• Installs, assembles and configures telephony or computer peripherals such as printers, scanners and related hardware.
• Makes hardware and software acquisition recommendations, including helping users assess requirements and providing justification for equipment and services.
• Conducts moves, adds and changes within the respective end user computer and telephony systems.
• Follows documented operational procedures for the production operation of all monitored systems and software, including network, telephony and server services.
• Promptly creates and documents all incident tickets for all reports of information system problems including system unavailability, unacceptable response time, unauthorized access, missing files, and virus infections.
• May initiate the problem management process through escalation.
• Resets fixed passwords, reinstalls virtual private network (VPN) software, and otherwise reinitializes user access control mechanisms, after the involved user has adequately authenticated his or her identity.
• Manage and prioritize outstanding service issues and provide communications on progress.
• Responsible for Help Desk tools & systems – machine imaging, problem reporting system, inventory system.
• Cloud Service administration and support – Salesforce, etc.
• Anti-Virus and Anti-Malware administration and response.
• Wireless network support
• Mobile device administration and support – iPhone, android, hot spot devices.

ABOUT THE REQUIREMENTS

• 4 to 8 years of relevant work experience
• Solid understanding of the ITIL framework.
• Demonstrated experience operating and troubleshooting in a Microsoft environment. Windows7/10 and Office 365. Support experience of Office 365, OneDrive, Teams
• Working knowledge of Active Directory User and Computers and Microsoft Exchange.
• Knowledge of installing, configuring, upgrading, troubleshooting and repairing applicable software, hardware and peripherals.
• Instructing users on new and upgraded computer applications and hardware.
• Support of VDI (Virtual Desktop Infrastructure) and/or Citrix is an asset
• Ability to work in high pressure, fast-paced environments following standard operating procedures and policies.
• Creative problem solver.
• Good team player and fast learner.
• Excellent customer service and organizational skills to support executives, department heads, supervisors, administrative personnel, engineers and staff. Ability to explain technical concepts and procedures to non-technical users.
• Strong time management skills.
• Strong communication and interpersonal skills.
• Strong Documentation skills
• Powershell and PowerBI experience is a strong asset
• Must be able to work independently with minimum supervision and be willing to take on a variety of tasks while also knowing how to prioritize and delegate tasks to others appropriately
• Must be flexible and adaptable and be able to adjust in changing work environment and proactively recommend areas for change and improvement
• Experience working with teams from different time zones is a strong asset
• Must be able to work during prearranged shifts.
• Ability to lift 30 pounds

Education / Years of Experience:

• Some knowledge of phone configuration.
• General computer installation, maintenance and repair experience.
• Or an equivalent combination of education and experience enough to successfully perform the essential duties of the job listed above.

ABOUT THE ROLE

This is a six (6) month onsite contract position at client's Mississauga offices with strong opportunity to turn into fulltime work based on performance.

APPLY NOW

If you are interested in finding out more, please contact us or submit your resume to [email protected]. Or, if you know someone who meets these qualifications, please forward this assignment opportunity to them.

ABOUT SYSTEMATIX

Systematix is one of Canada’s largest privately-owned National Consulting and Resourcing firms. With offices across North America we provide the highest caliber consulting solutions to a diverse client base that includes all levels of Government and private industry sectors.

Systematix is committed to creating a diverse, inclusive environment and is proud to be an equal opportunity employer.

At Systematix, we bring people and projects together!