Information Technology Help Desk Analyst
- Install, configure, deliver, tag, and decommission IT hardware, software, and peripherals.
- Image and deploy new computers.
- Troubleshoot issues with computers, laptops, mobile devices, and other peripheral devices.
- Maintain accurate documentation in the helpdesk ticketing system (SysAid).
- Process, communicate, and follow up with users regarding helpdesk tickets, providing timely status updates and assessing customer satisfaction.
- Deliver proactive, high-touch help desk support to the Smithers Executive Team.
- Coordinate timely repairs, replacements, and/or upgrades of hardware and software.
- Perform routine preventative maintenance and patching on SQA hardware and software systems.
- Collaborate with vendors for parts replacement and technical assistance.
- Assist with the procurement, configuration, and deployment of equipment.
- Support network device maintenance (e.g., replacing devices or cabling).
- Adhere to established procedures and assist in creating and maintaining documentation.
- Partner with IT colleagues from other Smithers divisions to support shared systems and exchange technical knowledge.
- Perform other duties as assigned by the Manager of Information Technology.
- Associate degree in Computer Science, Information Technology, or a related field preferred.
- Industry certifications (e.g., Microsoft, CompTIA, A+) preferred, or an equivalent combination of coursework and experience.
- Proficiency with Windows 11 and newer operating systems.
- Working knowledge of Apple iOS software.
- Experience with Zoom, Microsoft Teams, Multi-Factor Authentication (MFA), Intune (Autopilot), Azure, on-premises Active Directory fundamentals, and network troubleshooting.
- Familiarity with SQL reporting or similar data querying tools (preferred).
- Experience with vulnerability and patch management tools.
- Knowledge of Microsoft Power Automate and Power BI (preferred).
- Variable salary commensurate with experience and qualifications
- Medical, dental, and vision benefit plan
- 401(k) retirement savings plan
- Life insurance and AD&D
- Short-term and long-term disability coverage
- Wellness Program
- Employee Assistance Program (EAP)
- Business Operation System (BOS) – SQA Audit Management Platform
- Training and development support
- Hybrid work schedule
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