Ottawa IT Job – HELP DESK ANALYST
Harris Computer Services, your Ottawa IT Support professionals is currently searching for a new help desk analyst to join our team.
The Help Desk Analyst is responsible for supporting end user desktop issues and low level administration of servers to our contract clients.
To join our team, read the details below. If you feel you can add value to our team and our clients email your CV to info@hcs.ca
DUTIES & ESSENTIAL JOB FUNCTIONS
- Solve problems raised by users for all standard software and systems
- Enter calls into the Help Desk Tracking System (ConnectWise} as they are received
- Maintain and update client information in CRM (ConnectWise)
- Maintain status notes on calls that are not immediately closed
- Keep up-to-date with the HCS’s policies and procedures (particularly as they apply to Help desk issues)
- Write tips and frequently asked questions articles for the HCS’s Intranet and Helpdesk knowledgebase
- Enter all communication notes as activities under call
- Receiving and responding to all inbound helpdesk phone calls and emails
- Creating Trouble Tickets for each phone call/email received by the helpdesk
- Provide support for Operating Systems, hardware, peripherals, and network access
- Provide support for office productivity applications such as Microsoft Windows, Microsoft Office Applications, Lotus Notes, BlackBerry’s and BES, VOIP and phone systems, antivirus , backup devices (BDR, ARCA), SPAM filtering, firewalls, etc.
- Tracking and taking ownership of trouble tickets that have been escalated by the Helpdesk to the Onsite Support Team
- Research various problems to provide appropriate responses to customers
- Providing Excellent Customer Service to both internal and external clients
- Participate as an integral part of the support Team
- Ensure Customer Documentation is kept up to date
- Serve as the primary backup to the Customer Service Coordinator
- Schedule resources for Support and Service calls
- Monitor voice mail, e-mail, messages, and related information for support inquiries, Manage daily backup tapes of servers including tape labeling, rotation, and placement in safe storage.
- Resolving issues with desktop applications
- Other duties and small projects as assigned by management
WORK EXPERIENCE REQUIREMENTS/BEHAVIOURS
- Minimum one year of experience working on a Help Desk or related experience
- Excellent verbal, written, and interpersonal skills
- Proven experience working in a stressful environment with the ability to maintain composure and a positive customer service attitude
- Knowledgeable primarily on application specific questions (MS Office[Excel, Word, PowerPoint, Access, Outlook], XP, Vista, Windows7) remote access (Citrix and VPN, LogMeIn) and BlackBerry
- Excellent follow-through, attention to detail, and organizational skills
- Ability to work well independently and in a team environment
- Familiarity with Microsoft Network and Active directory
EDUCATION/CERTIFICATION REQUIREMENTS
- CompTIA A+ Certification
- CompTIA Network+ Certification *Required
- MCP: Enterprise Desktop Support Technician
- Exam 70-680 TS: Windows 7, Configuring
- Exam 70-685 Pro: Windows7, Enterprise Desktop Support Technician
- Exam 70-646: PRO: Windows Server 2008, Server Administrator
- Exam 70-640 TS: Windows Server 2008 Active Directory Configuration
- Microsoft Office Specialist on Microsoft Office 2010
Candidates must pass one certification exam in order to earn a MOS certification
- Exam 77-881 MOS: Microsoft Office Word 2010
- Exam 77-882 MOS: Microsoft Office Excel 2010
- Exam 77-883 MOS Microsoft Office PowerPoint 2010
- Exam 77-884 MOS: Microsoft Office Outlook 2010
- Exam 77-885 MOS: Microsoft Office Access 2010
- Blackberry Certification
- Blackberry Certified Support Specialist
- Blackberry Certified Server Support Specialist
- ShoreTel VOIP Certification –Education – Education
- TC112 – administrating ShoreTel
- SonicWALL e-learning –Education
- SonicWALL Network Security Overview
- SonicWALL Network Security Essentials
- Securing SonicWALL Wireless Network
- Advanced Networking and Security with SonicOS
PERFORMANCE EXPECTATIONS
- Successfully trained and knowledgeable on all HCS internal user systems: ConnectWise, SonicWall, ShoreTel, BDR & ARCA, Quotewerks, Quickbooks, etc.
- Use ConnectWise appropriately, while tracking all required information as per HCS process
- Ascertain the problem(s) and record all information in ConnectWise
- Company Name
- Client Name
- Contact
- Time Stamp and date of call/email
- Detail description of summary; concise with meaning
- Detail description of problem
We appreciate all expressions of interest, however, as a practicalmatter, only select candidates whose backgrounds best match our requirementswill be contacted. All resumes are retained and treated confidentially for consideration against future opportunities.
Company Description
We make YOUR technology work. Understanding the needs of your Ottawa business and how the correct information technology solution enables your team to be more efficient, communicate with your clients and ensure your business runs without any challenges is our focus. Our team is here to serve you.
Located in Ottawa, Ontario, Canada. Harris services the Ottawa Small Business market and Ottawa corporations with quality and service-first Ottawa Computer Support and Network Administration.
We ensure your Microsoft Windows networks are up and running. Your information is secure and protected from loss. We ensure your business is safe and secure from the threats that exist online today plus you can rest assured knowing that when you need to send that critical email from your Blackberry, you can.
When other Ottawa network support companies put you on hold, Harris Computer Services puts you first. Our world-class customer service and unique partnership approach are a step above the rest, with proactive, personalized network solutions that minimize downtime and maximize productivity.
Harris Computer Services is ready with the support and expertise to keep you focused on running your business.
Interested?
