IT Service Desk Analyst (Contract) in Concord, ON

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IT Service Desk Analyst (Contract) at Toromont Cat Careers

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Location: Concord, ON, Canada

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.