IT Service Desk Analyst, Tier 1
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Summary
IT Service Desk Analyst providing Tier 1 support for hardware, software, and network issues. Key tasks include troubleshooting desktops, mobile devices, and printers, managing tickets, and maintaining infrastructure using Active Directory, Microsoft Exchange, and Cisco hardware.
The IT Service Desk Analyst – Tier 1 is responsible for providing frontline technical support, both internally and externally, for hardware and software issues via telephone, in-person, or remote access. This includes following up on support issues, communicating developments to users, and assisting in maintaining Reena’s infrastructure and Data Centre environments. The role requires a high level of professionalism and customer service while supporting local and remote users.
Please note all interested candidate will need to comply to the mandatory Vaccination Policy thereafter (i.e. boosters, as applicable); Reena will comply with the Ontario Human Rights Code (OHRC) and accommodate staff, that for bona fide human rights protected reasons are unable to be vaccinated, based on providing supporting documentation that substantiates this requirement.
Reena is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (‘AODA’). If you require accommodation for disability during any stage of the recruitment process, please notify Human Resources.
Primary Responsibilities
- Provide prompt, courteous, and responsive frontline support for hardware and software issues.
- Troubleshoot and resolve technical issues involving desktops/laptops, mobile devices, tablets, printers, software, A/V systems, collaboration tools, and network connectivity.
- Escalate support issues as necessary.
- Liaise with external vendors and suppliers on behalf of users.
- Manage and monitor tickets using the Service Desk software tool
- Conduct NOC monitoring and proactive maintenance.
- Troubleshoot printing issues and provide on-site desk support.
- Provide first-line support for Windows-based servers (2008, 2012 R2, 2022), Android/iOS devices, Cisco switches, and firewall appliances.
- Address remote connectivity and LAN/WAN issues.
- Perform hardware configurations, setups, and installations.
- Ensure consistent communication with users via the ticketing system.
- Proactively seek opportunities to improve skills in alignment with career goals, including volunteering for “stretch” assignments and taking on increased responsibilities.
- Perform other related duties as assigned.
Administrative Responsibilities
- Maintain logs and records of Service Desk activities.
- Notify and collaborate with relevant stakeholders to flag and resolve ongoing or systemic issues.
General Duties
- Maintain confidentiality of sensitive or proprietary information belonging to the employer, individuals, or colleagues.
- Work collaboratively with others and foster a respectful and inclusive environment.
- Participate in workplace investigations when required.
- Participate in all mandatory trainings.
- Participate in different committees that support the organization.
Note: This posting is a exisiting position.
Reena is committed to promoting diversity, equity, and inclusion in all aspects of our work. We believe that diverse perspectives are essential for addressing complex social challenges effectively. We actively engage with individuals and communities from different backgrounds and experiences to ensure our programs and initiatives are inclusive and accessible to all. By embracing diversity, we strengthen our mission and create a lasting impact on the lives of those we serve. The Direct Support Supervisor will therefore, represent Reena in a manner that conveys the nature and philosophy of the organization, and will promote the concept of inclusive communities.
Additional Information
We use AI-supported technology to help sort applications according to role-specific criteria, but all decisions throughout the hiring process are made by human reviewers.
Reena is committed to promoting diversity, equity, and inclusion in all aspects of our work. We believe that diverse perspectives are essential for addressing complex social challenges effectively. We actively engage with individuals and communities from different backgrounds and experiences to ensure our programs and initiatives are inclusive and accessible to all. By embracing diversity, we strengthen our mission and create a lasting impact on the lives of those we serve. The Direct Support Supervisor will therefore, represent Reena in a manner that conveys the nature and philosophy of the organization, and will promote the concept of inclusive communities.
Additional Information
We use AI-supported technology to help sort applications according to role-specific criteria, but all decisions throughout the hiring process are made by human reviewers.
Qualifications
- 2 years college diploma in a related field
- 1–2 years of experience in an IT Service Desk environment. Experience with Active Directory and Microsoft Exchange. Understanding of IT’s role in business and non-profit environments.
- Microsoft and other IT certifications are assets. Commitment to ongoing professional development.
- Excellent problem-solving, communication, and customer service skills. Ability to work independently and manage demanding client needs calmly.
Reena is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (‘AODA’). If you require accommodation for disability during any stage of the recruitment process, please notify Human Resources.