IT Help Desk Analyst Job at Myticas Consulting ULC
Myticas Consulting is looking for a IT Help Desk Analyst to troubleshoot IT issues in an O365 and Active Directory environment as well as assist with the installation and configuration of laptops and desktops. There will be a checklist for the install requirements. This opportunity will allow for consideration to a full-time opportunity as a Helpdesk Analyst with our client. This position is on site.
The position will be expected to provide a high level of customer service, attempt to resolve issues in a single interaction (ideally first contact resolution) and will be an ambassador of the Core Values: Passion, Urgency, Collaboration, Responsibility and Pride.
Although this role is based at the Chicago headquarters, the position, will on occasion (25% < ) , be required to travel to remote locations for onsite installations, configurations, and issue resolution.
Responsibilities
- Perform hands-on resolution at the desktop level, including installing and upgrading software, installing and upgrading hardware, and configuring applications. Perform remote troubleshooting through diagnostic techniques and pertinent questioning.
- Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
- Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
- Test fixes to ensure the problem has been adequately resolved.
- Perform post-resolution follow-ups.
Requirements
- Familiarity with basic networking concepts.
- Practical knowledge in installing and configuring operating systems, networked and local printers, and business applications.
- Good understanding of IT supports ticketing systems.
- Comprehensive knowledge of Microsoft Windows 10 and Microsoft Office 365.
- Experience supporting desktop/server operating systems and technologies such as Active Directory and Microsoft Exchange.
- Experience in MacOS desired.
- Experience in Splash top, RingCentral, SharePoint, and OneDrive, is a plus.
- The ability to multitask and attention to detail is critical.
INDCHI
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