IT - Help Desk Analyst

DUTIES AND RESPONSIBILITIES

Act as first line of user support for Achēv by responding to and organizing tickets, phone calls and email requests to the help desk, providing one on one support to Achēv employees across all sites

Record all information into the Achēv ' Workflow Management System

Perform installation, configuration, maintenance and troubleshooting of desktop hardware, software and peripheral and portable/mobile devices.

Ensure network connectivity and perform preliminary diagnostics as required and - escalate issues based on the impact and urgency of the incident.

Administer equipment hardware and software upgrades and maintain end-user accounts, permissions and access rights

Maintains PC equipment & software inventory

Perform system backups and recovery

Create and maintain inventory of all desktop, laptop computers, and miscellaneous IT equipment including mobile devices

Work with vendors and suppliers for hardware warranty services, hardware repairs, and quotes for new equipment

Hands-on involvement in the processes and administration related to IT equipment,

e.g. photocopiers, desktop equipment (monitors, phones and cell phones)

QUALIFICATIONS

Bachelor's degree in IT-related field preferred.

A+ or Microsoft MCSA certification preferred.

2-5 years' experience in IT-related fields

In-depth knowledge and experience with Windows 10+

Thorough understanding of Windows AD and Windows Domain environment.

Strong knowledge of common business applications and software suites, including but not limited to MS Office 2007+, major web browsers, antivirus software, remote access/support software, VPN clients and Adobe products

Strong interpersonal skills and client service focused

Self-motivated quick learner genuinely enthusiastic about going above and beyond to help people solve their IT problems and get the most from their IT devices and systems

Travel is required to 9 sites (a car and valid Ontario Drivers' License are required)

Salary: $63,000

This is a current vacancy. Please note that we use AI tools in our application screening process. All hiring decisions involve human review.