IT Service Desk Analyst (Contract) at Toromont Cat Careers

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City: Concord
Province: Ontario
Country: Canada
Job ID#: 5252

Reporting To: IT Service Desk Supervisor

If you have high integrity and a strong work ethic, we want you on our team!   We are seeking a talented IT Service Desk Analyst to provide front line telephone and email customer support to technology users in Toromont Cat and related companies with high integrity through strong communication and technical expertise.

Key Accountabilities

  • Demonstrate safe work and environmentally sound behaviours at all times in support of Toromont’s Health and Safety Policy, Programs and initiatives
  • Provide timely resolutions for user requests and create tickets through Service Pro
  • Analyze technology issues with detailed information
  • Provide DBS and network administration support ie unlocking and resetting accounts
  • Provide support to mobile device users ie set up, upgrades, repairs, etc.
  • Troubleshoot and repair customer hardware and software
  • Determine first level issues by using automated Help Desk software tools for resolution
  • Escalate software/hardware unresolved problems to the appropriate level of support
  • Perform follow up on resolution actions to confirm resolution with customers
  • Maintain user/issue databases and support documentation
  • Participate in hardware/software testing, implementation and other assignments as required
  • Execute shipping/receiving and recycling of IT computer equipment and accessories
  • Perform after hours/on-call rotations and some travel required

Key Qualifications

  • Post-Secondary Education focused in Computer Technology and 2+ years experience in general I.T. Services
  • Safety conscious with a solid understanding of personal computers, printers and other accessories
  • Highly developed knowledge of Windows operating environment and related utility software
  • Proficient with mobile devices and tablets including experience with Smart Phones
  • Knowledge of Cat Software including SIS and ET would be an asset
  • Experienced with Service Pro software tools including i.e. PC Anywhere and HelpSTAR
  • Exposure to LAN/WAN Technologies
  • Customer centric with superior communication and interpersonal skills 
  • Analytical with attention to detail and aptitude for learning software quickly with minimum instruction
  • Effective time-management and planning with the ability to quickly adapt to multiple and often changing schedules and priorities
  • Organized with the ability to maintain a high level of customer service in a fast paced deadline driven environment
  • Positive team player and proactive in delivering results with a sense of urgency
  • Process improvement mindset with strong problem solving abilities
  • Self-motivated with strong initiative, high integrity and the ability to make independent decisions
  • Willing and able to work on call and after hours rotations with some travel involved
  • A valid Ontario Driver's Licence and clean Driver's Abstract
Toromont is an equal opportunity employer who recognizes and values diversity.  Upon request, Toromont will accommodate any applicant with disabilities throughout the recruiting processes, including any required applications, interviews and/or assessments.