It Help Desk Analyst

The Opportunity: Our client, a leading manufacturing company based in Burlington, is seeking to hire an IT Help Desk Analyst to join their growing team! This role will be providing essential Level I & II support to end-users by promptly addressing and resolving IT-related issues, ensuring seamless operation of computer systems, software applications, and hardware components. We are seeking an individual who can deliver superior customer service through effective communication and problem-solving skills to optimize user productivity and satisfaction. What You’ll Be Doing:

• Offer expert technical assistance: Provide timely and effective support for a diverse range of queries and issues concerning computer systems, software, and hardware.
• Multi-channel responsiveness: Address user concerns through various channels, including in-person interactions, phone calls, and remote tools such as TeamViewer, Zoom, and Teams.
• Respond to queries and run diagnostic programs to identify and isolate problems across our clients North American Facilities located in Canada, US, and Mexico.
• Determine and implement effective solutions to address identified issues in the manufacturing and warehouse floor environments, specifically maintaining and supporting Plant label computers, printers, and R/F devices.
• Develop and write comprehensive training manuals to educate computer users within the organization, ensuring efficient use of technology resources.
• Manage and respond to email messages from end users seeking technical assistance, providing prompt and effective support to maintain operational continuity.
• Resolve technical issues related to Local Area Networks (LAN), Wide Area Networks (WAN), VPN, and other systems, contributing to the overall stability and connectivity of the IT infrastructure.
• Additionally, manage user profiles in Linux, QAD, Freedom, and Windows, ensuring accurate and up to-date information for optimal system functionality.
• Supervise and manage Telecommunications systems, encompassing landline phones, mobile devices, and internet connectivity, with a focus on ensuring seamless and uninterrupted communication.
• Provide comprehensive infrastructure support for upcoming ERP system projects across the company.
• Adhere to established escalation procedures and promptly escalate issues to senior and global IT support teams when necessary.

• 3-5 years of experience in a comparable role, specifically as a Helpdesk Analyst/End-user Support professional.
• Post-Secondary education in a related discipline preferred.
• Demonstrated proficiency in the adept use and administration of a spectrum of Microsoft applications, encompassing MS Office, Project, Visio, SQL, M365, O365, and SAP ERP.
• Proven expertise in troubleshooting computer hardware, software, and printers, displaying a comprehensive understanding of technical problem resolution.
• Foundational skills in Linux/Unix, contributing to a well-rounded technical skill set.
• Proficient in PowerShell and scripting across various languages, exemplifying a versatile capability to automate tasks and streamline processes.
• Adept at prioritization, ensuring effective time management and focus on key tasks to achieve optimal results.
• A strong sense of urgency, consistently delivering prompt and effective solutions in dynamic work environments.
• Exceptional communication skills facilitating seamless collaboration and communication in diverse professional settings.
• Bilingual proficiency in Spanish considered an asset.