I.T. Intermediate Support Analyst

Company: OSCO Group Services Limited
Location: Saint John, NB

Description

Responsibilities:

Helpdesk (Tier 2):

  • Courteously field incoming help requests from end users via online logging system. Update tickets to ensure good communication with customer and build Knowledge Base;
  • Prioritize and schedule problems. Escalate as required to appropriate individual or third-party provider;
  • Problem Resolution, including hands-on fixes at the desktop level and site visits;
  • Analyze incidents, looking for opportunities to proactively prevent problems;
  • Follow-up with end-users to ensure incidents and requests have been successfully resolved.

Operational:

  • Record status of automated scripts and take corrective action as required;
  • Handle tape rotations, imaging, and restoring data when necessary;
  • Maintain an updated asset inventory as assets are procured and disposed or moved;
  • Install, configure, test, maintain, monitor and troubleshoot computer equipment;
  • Troubleshoot with the 3rd party application’s technical support;
  • Any other new operational or computer maintenance functions as may be defined.

Requirements:

  • Minimum 2-year Technical Diploma;
  • Ideal candidate will have 5 years prior experience in an IT support role;
  • Work well in a fast-paced, deadline-driven environment and be detail-oriented;
  • Microsoft and/or ITIL Certification would be considered an asset;
  • Experience with Office 365, PowerShell, System Center, BackupExec, and Terminal Server/RDP considered an asset;
  • Strong problem solving skills, strong verbal and written communication skills, and good organizational skills are required.




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