IT Helpdesk Analyst

The Running Room IT Department in Edmonton is looking for a permanent full-time IT Helpdesk Analyst to support the day-to-day operation and follow directions the IT Department manager provides. The team is small, and tasks change quickly. The individual needs to be flexible, well organized and able to handle the stress of changing priorities.

Responsibilities:

As member of our internal IT support team, you will be exposed to a broad scope of responsibilities and will have the opportunity to work with all aspects of the IT infrastructure, from desktops to core servers, storage, network equipment, and everything in between. You will interact directly with customers and employees at all levels of the organization.

• Serve as the first point of contact for all technical issues via phone, email, and ticket, and own those issues until they are resolved.
• Escalate issues to the appropriate teams / personnel while maintaining ownership.
• Perform local troubleshooting at our main office and remote support to our retail stores.
• Support, troubleshoot, and perform regular maintenance tasks on the IT infrastructure, including video surveillance system, Windows servers and numerous applications.
• Utilize a knowledge base and documentation to find solutions to unique problems and develop and document new solutions

Skills:

• Experienced in Microsoft 365 administration
• Strong organization and time management skills
• Installing, configuring, and troubleshooting PC and Mac hardware
• Installing, configuring, and troubleshooting Windows 10 and up, various Windows and macOS applications
• Experience with remote user support and troubleshooting
• Experience with ticketing systems
• Experience with knowledge base management
• Strong technical writing and documentation skills
• Good communicator in person, by email and on the phone.
• Ability to independently research and investigate issues and implement solutions in line with industry best practices
• Windows Deployment Services and MDT/WAIK, endpoint management
• PowerShell or similar scripting experiences would be an asset
• Knowledge of running SQL scripts

Education & Certifications:

• A degree or diploma in network & system administration
• CCNA certified-->CCNA certification is an Asset
• Microsoft 365 certifications are an asset
• A+ certification is an asset

Experience:

• One or more years as an IT helpdesk member

Working Hours:

• Weekdays eight hours
• Support requirements split amongst all IT Department staff for coverage for evenings and weekends
• Special project hours outside of normal office hours

Salary:

Please provide your salary expectation in Resume or Cover Letter.

Running Room welcomes and encourages applications from people with disabilities. Upon request, Running Room will provide accommodations from candidates taking part in the selection process