Senior Help Desk Analyst providing application support for Alberta Education and Advanced Education online systems. Troubleshooting public users’ issues, managing tickets, testing fixes, and coordinating resolutions.
About the role
- Helpdesk Technician providing technical support for employees in BlueCat's Toronto office. Troubleshooting technical issues and managing IT assets with a customer-focused approach.
Responsibilities
- Serve as the main point of contact for IT support requests in the Toronto office, providing technical assistance through the ticketing system, messaging platforms, and video conferencing tools.
- Troubleshoot hardware, software, and connectivity issues using standard diagnostic techniques, while gathering additional information from end users as needed.
- Manage and maintain IT assets, including Windows and Apple MacBook laptops, printers, user accounts, and internal documentation.
- Install, configure, and upgrade operating systems (Windows, macOS, Linux) and third-party applications such as Microsoft 365.
- Support and maintain VMware vSphere ESXi 7 environments.
- Prioritize and manage incoming support tickets based on severity, urgency, and business impact.
- Escalate unresolved issues to appropriate internal teams and collaborate to ensure timely resolution.
- Maintain accurate ticket updates, detailed documentation, and professional communication with end users.
- Deliver excellent customer service through clear communication, responsiveness, and a professional attitude.
- Assist with hardware and service procurement in collaboration with the Senior Infrastructure Manager to support the Toronto office.
- Perform additional duties and projects as assigned by management.
Requirements
- Relevant university degree, college diploma, or equivalent practical experience.
- Strong knowledge of Microsoft Windows 10/11, Apple macOS, Linux, and Microsoft 365 in both Windows and macOS environments.
- Basic understanding of IT troubleshooting methodologies and the ability to diagnose and resolve common technical issues.
- Strong communication skills in English, with patience and professionalism when supporting end users.
- Willingness to learn, grow within the IT organization, and pursue technical certifications.
- Experience with asset management and IT procurement is considered an asset.
- Experience supporting VMware vSphere ESXi environments is considered an asset.
- Valid driver’s license is considered a plus.
- Ability to safely lift and handle equipment weighing between 4–14 kg.
Benefits
- A Professional Development Budget
- Dedicated Wellness Days and Wellness Week
- A Lifestyle Spending Account
- An Employee Recognition Program
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