LS448-Senior Helpdesk Analyst

Main Responsibilities

• Field incoming incidents and service requests from end-users via both telephone and e-mail in a courteous manner.
• Build rapport and elicit problem details from help desk customers.
• Identify, diagnose, and resolve level one problems for users of the software and hardware, LAN and WAN, VPN, the Internet, mobile devices, and new computer technology; communicate solutions to end-users.
• Respond to more complex issues (second line support) escalated by the first line support using problem solving skills and analysis to identify root causes of issues, determine course of action and propose creative solutions.
• Escalate priority support issues to senior staff and/ or corporate technology groups
• Collect and document all relevant information prior to escalation to allow senior staff to operate efficiently
• Mentor and train other technicians on more complex and/or critical procedures and items.
• Document, track and monitor problems to ensure timely resolution.
• Assist in tracking helpdesk calls pertaining to application, networking, and systems problems and issues.
• Promote a very high level of customer satisfaction through proper telephone techniques and respond with the elevated level of urgency to user problems to ensure that timely and cost-effective solutions are provided.
• Correct application issues, solve network and security problems and identify common PC software and hardware problems.
• Provide hardware support of end-user equipment, such as installing replacement hardware or upgrading hardware.
• Support Software/Hardware on equipment such as, Scanners, Copiers, Printers, Monitors and other peripherals.
• Assign username, password and access right permissions for multiple proprietary applications, as well as client software.
• Management and deployment of applications leveraging Microsoft Configuration Manager

Education & Experience Required

• A diploma in a relevant area of study with a preference for Computer Science/Information Technology together with demonstrated operational systems and network related experience
• 5 years of related experience in Information Technology.
• Industry certifications such as MCSE, CISSP, ITIL are a strong asset.
• Hardware maintenance and repair
• Ability to achieve Secret clearance
• Strong analytical and troubleshooting skills
• Must be well organized and able to grasp system concepts and communicate their applications.
• Must be capable of quickly learning new systems and associated software applications for proficient execution of tasks.
• Ability to manage multiple demands with time related constraints in a fast-paced environment.
• Prioritize and schedule work as necessary to maintain department standards and service level agreements
• Ability to speak effectively before groups of internal employees, communicate technical information, create and deliver presentations and information sessions to both technical and nontechnical personnel.
• Demonstrated experience in applying technical expertise and in-depth evaluation to solve complex problems in own area of expertise.
• Ability to create and maintain documentation and training materials, including KB articles, for technical staff and end-user audiences. 
• Capable of organizing projects effectively to achieve the desired results.
• Strong interpersonal and communication skills.
• Excellent analytical and problem-solving skills.
• PowerShell scripting experience is an asset

Decision Making & Supervision

• Work under minimal supervision.
• Make decisions and recommendations requiring analysis and interpretation within established procedures.

Working Conditions

• Generally comfortable working conditions with lifting and onsite installations.
• Moderate visual concentration in use of video display terminal.
• Occasional overtime required.
• Occasional travel to neighboring Telesat location in Gatineau