End User Analyst

Job Purpose: The End User Analyst is responsible for handling IT desktop support, service desk, and basic system administration. This role involves the delivery of technical support for a range of devices, hardware, software, network systems, and other computing-related technologies, ensuring high productivity, continuous improvement, and exceptional customer service. Key Responsibilities: Provide end-user support, triage service desk tickets, desk-side support, remote support, and basic system administration. Ensure the resolution of client-level PC, application, mobile, and printer issues. Configure end user assets for onboarding, offboarding and as replacements in Incident tickets. Assist with desk setups and basic network administration (plug/unplug). Collaborate with team members to ensure timely delivery of services and escalate where appropriate. Oversee the ITIL-based ITSM lifecycle with Service Desk and customers. Follow proper protocol to troubleshoot, update and resolve tickets in the ITSM system. Handle high priority tickets in a timely manner. Build and maintain relationships with customers and colleagues from other teams. Qualifications: Bachelor's Degree in a relevant field or equivalent experience. A minimum of 2 years' experience in the IT industry. Certifications such as Microsoft 365 Certified: Modern Desktop Administrator or equivalent. ITIL v3 Foundations certification. Special Knowledge, Skills, and Abilities: Excellent communication skills at all levels. Experience with contact center technology tools and ITSM systems such as ServiceNow and FreshService. Proficient in installation, configuration, and troubleshooting of Windows 10, Windows 11 and macOS operating systems. Experience with Active Directory and Microsoft Entra ID. Experience with Microsoft System Center (SCCM) or Endpoint Manager Consoles. Familiarity with PC hardware diagnostics and installing user replaceable parts. Understanding of Change control and Problem management methodologies. Familiarity with maintenance and support of Microsoft 365 suite of applications. Proven ability to produce continuous improvement plans with tangible results. Advanced skills in PowerShell scripting and developing automation to improve efficiency. Valid driver's license. Work Environment: May require physical activities such as lifting (up to 50 lbs.) and working in confined spaces. The candidate should be prepared for high-pressure situations, especially during high priority/major incidents. The candidate is expected to be on-site at either Smiths Falls or Kincardine locations. Availability and willingness to assist after hours as needed. IT Services and IT Consulting