What are the responsibilities and job description for the Information Technology Help Desk Analyst position at Smithers?
The Quality Assessments Division at Smithers is seeking a detail-oriented, customer-focused IT Help Desk Analyst to join our team.
In this role, you will provide technical support to the Quality Assessments Division as well as other divisions across the Smithers organization. Responsibilities include managing service calls and requests from office and auditor staff, troubleshooting Microsoft software (Windows, Office 365, SharePoint), and supporting other applications such as InforCRM and our custom audit operations management system (BOS).
You will also assist end users with general help desk tasks, collaborate with supervisors, managers, and peer IT teams to identify requirements for new features, services, applications, and hardware, and ensure the timely resolution of technical issues. Occasional availability outside of core business hours may be required.
Duties
In this role, you will provide technical support to the Quality Assessments Division as well as other divisions across the Smithers organization. Responsibilities include managing service calls and requests from office and auditor staff, troubleshooting Microsoft software (Windows, Office 365, SharePoint), and supporting other applications such as InforCRM and our custom audit operations management system (BOS).
You will also assist end users with general help desk tasks, collaborate with supervisors, managers, and peer IT teams to identify requirements for new features, services, applications, and hardware, and ensure the timely resolution of technical issues. Occasional availability outside of core business hours may be required.
Duties
- Install, configure, deliver, tag, and decommission IT hardware, software, and peripherals.
- Image and deploy new computers.
- Troubleshoot issues with computers, laptops, mobile devices, and other peripheral devices.
- Maintain accurate documentation in the helpdesk ticketing system (SysAid).
- Process, communicate, and follow up with users regarding helpdesk tickets, providing timely status updates and assessing customer satisfaction.
- Deliver proactive, high-touch help desk support to the Smithers Executive Team.
- Coordinate timely repairs, replacements, and/or upgrades of hardware and software.
- Perform routine preventative maintenance and patching on SQA hardware and software systems.
- Collaborate with vendors for parts replacement and technical assistance.
- Assist with the procurement, configuration, and deployment of equipment.
- Support network device maintenance (e.g., replacing devices or cabling).
- Adhere to established procedures and assist in creating and maintaining documentation.
- Partner with IT colleagues from other Smithers divisions to support shared systems and exchange technical knowledge.
- Perform other duties as assigned by the Manager of Information Technology.
- Associate degree in Computer Science, Information Technology, or a related field preferred.
- Industry certifications (e.g., Microsoft, CompTIA, A ) preferred, or an equivalent combination of coursework and experience.
- Proficiency with Windows 11 and newer operating systems.
- Working knowledge of Apple iOS software.
- Experience with Zoom, Microsoft Teams, Multi-Factor Authentication (MFA), Intune (Autopilot), Azure, on-premises Active Directory fundamentals, and network troubleshooting.
- Familiarity with SQL reporting or similar data querying tools (preferred).
- Experience with vulnerability and patch management tools.
- Knowledge of Microsoft Power Automate and Power BI (preferred).
- Variable salary commensurate with experience and qualifications
- Medical, dental, and vision benefit plan
- 401(k) retirement savings plan
- Life insurance and AD&D
- Short-term and long-term disability coverage
- Wellness Program
- Employee Assistance Program (EAP)
- Business Operation System (BOS) – SQA Audit Management Platform
- Training and development support
- Hybrid work schedule