Help Desk Analyst

Work site environment

• Education or training

Work setting

• Computer hardware or software retailer/wholesaler
• Financial technology (FinTech)
• Startup company
• Relocation costs not covered by employer
• Willing to relocate
• Help desk
• Consulting firm
• Private company, corporation or industry
• Private sector
• On-site customer service

Responsibilities

Tasks

• Respond to users experiencing difficulties with computer
• Consult user guides, technical manuals and other documents to research and implement solutions
• Provide advice and training to users in response to identified difficulties
• Collect, organize and maintain a problems and solutions log for use by other technical support analysts
• Participate in the redesign of applications and other software
• Supervise other technical support workers in this group
• Provide business systems, network and Internet support to users in response to identified difficulties
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software
• Perform Web-server backup and recovery operations
• Provide customer service
• Manage incidents
• Answer inquiries from clients and other company personnel
• Install software and hardware and configure operating system software in preparation for testing
• Prepare reports, manuals and other documentation on the status, operation and maintenance of software

Experience and specialization

Computer and technology knowledge

• Device drivers
• Servers
• Desktop applications
• File management software
• Multimedia software
• Word processing software
• Mail server software
• Mac OS
• Salesforce
• MS Office
• MS Exchange
• Monitoring and tracking software

Additional information

Security and safety

• Bondable
• Basic security clearance

Transportation/travel information

• Willing to travel
• Willing to travel cross-border
• Travel expenses paid by employer

Work conditions and physical capabilities

• Fast-paced environment
• Work under pressure
• Tight deadlines
• Repetitive tasks
• Handling heavy loads
• Attention to detail
• Sitting

Personal suitability

• Accurate
• Client focus
• Efficient interpersonal skills
• Excellent oral communication
• Initiative
• Judgement
• Organized
• Team player
• Ability to multitask
• Time management
• Honesty

Benefits

Health benefits

• Dental plan
• Disability benefits
• Health care plan

Financial benefits

• Registered Retirement Savings Plan (RRSP)

Long term benefits

• Maternity and parental benefits

Other benefits

• Learning/training paid by employer
• On-site amenities
• Team building opportunities
• Parking available