Do you have the CHOPS? IT Solutions lives its values: Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and Surrender the Ego. If your values align, we want you to be a part of a fast-growing Managed Service Provider specializing in providing high-end technology solutions to small and mid-market businesses. IT Solutions is a nationally recognized leader in the IT space, with over 25 years of experience and thousands of satisfied clients. Join and grow with us, as we continue to innovate new ways to help businesses Experience Excellence.
Job Summary:
The Analyst, Deployment Services is responsible for supporting multiple client networks of various sizes and levels of complexity at our Deployment Services Center in Waterloo, ON. This position will provide initial technical support for client configuration of desktops, laptops, and supporting hardware. The ideal candidate is a dedicated, relentless problem solver who applies logic and an instinctive approach to resolving technical issues. At IT Solutions, most of our clients rely on us as their sole technological resource. This person should enjoy learning new technologies on the fly while solving diverse technical challenges. The candidate should understand the value of best practices and have the foresight to thoroughly consider all potential outcomes before making impactful changes. The ability to manage the stress of client-down situations is an absolute must, and it is paramount to always provide excellent customer service.
This role is open due to an existing vacancy.
Requirements
Responsibilities:
- Initial set up and implementation of new client workstations using standard images and build sheets.
- Provide technical support for the organization's desktops, laptops, and supporting hardware.
- Handle on-site services including setup, diagnostics and repairs for client workstations and troubleshooting time-sensitive user and site IT issues.
- Support and troubleshoot technical issues by accessing affected machines directly or working remotely to support the end-user.
- Work directly with multiple advanced technical groups and vendors to escalate issues, provide client updates and drive incidents to resolution, often collaborating between more than one group at a time.
- Work regularly with internal service and project coordinators who assign tickets to the Deployment Team.
- Manage inventory, shipping and receiving in NetSuite and ShipStation.
- Produce detailed service reports regularly and communicate updates or changes internally and to the clients.
- Participate in a week-long on-call rotation a few times per year.
- Travel onsite to local client offices to provide services. (Minimum Travel Requirement: 50%+) Days not spent traveling will be worked onsite at IT Solutions at specified office location or at times working from home.
- Act as a first level escalation point for the Associate Analyst, Deployment Services role.
Experience
Knowledge, Skills, and Abilities:
- Strong oral and written communication skills
- Effective time management and multi-tasking skills
- Maintains the ability to stay organized and be detail-oriented
- Demonstrates a passion for solving problems or helping others and take the initiative in driving continuous improvement/execution excellence
- Exceptional organizational skills, including the ability to self-manage and multi-task effectively and accurately in a fast-paced and dynamic environment
- Knowledge of technical imaging, deployment, troubleshooting and technology migration
- Knowledge of all Microsoft 365 offerings, as well as a basic understanding of Active Directory
- Ability to lift at least 50 pounds and be comfortable with climbing up step ladders
- Communicate effectively with internal team members, clients and stakeholders
- Confident and comfortable with client-facing activity
Experience:
- Two years of technical work experience in an IT environment, preferably at an MSP
- Associate’s degree in a related discipline or equivalence of professional work experience
- Experience with Windows 11 desktop OS deployment and intermediate-level troubleshooting of related issues in Windows and in the BIOS
- Experience with NetSuite and/or ShipStation a plus
Certificates, Licenses, Registrations:
- CompTIA A+ certification a plus
Compensation Package
Additionally, ITS offers a full benefits package, including:
- Comprehensive Group Benefits Program
- Paid Holidays and Vacation
- Company-paid life Employee Assistance Program
- Company-paid training, materials, and exams
- Performance-based bonuses
- Flexible/hybrid work arrangements
IT Solutions is an equal employment opportunity employer that provides opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to citizenship, race, place of origin, ethnic origin, colour, ancestry, disability, age, creed, sex/pregnancy, family status, marital status, sexual orientation, gender identity, gender expression, receipt of public assistance (in housing) and record of offences (in employment), or any other characteristic protected by federal or provincial laws.
We are happy to provide accommodations at any stage of the recruitment process. Should you require any accommodations, please do not hesitate to let us know.
