Technical Analyst
Role Overview
Tier 1 Service Desk Technical Analyst role on the Managed Services team, serving as the first point of contact for client technical support.
The assignment is six months, with the possibility of extension.
Key Skills for This Role
Full Job Posting
Position summary
Tier 1 Service Desk Technical Analyst role on the Managed Services team, serving as the first point of contact for client technical support.
The assignment is six months, with the possibility of extension.
Responsibilities
- Answer incoming calls and respond to emails concerning technical and customer-service support.
- Provide first-line technical support for LAN, desktop, and server devices and maintain enterprise Microsoft environments.
- Create and manage tickets in service desk software; handle multiple tickets and prioritize workload.
- Support clients through phone, email, messaging, and support portals, escalating complex issues to specialized teams.
Required qualifications
- 2–3 years of experience in a similar role.
- College certificate or diploma in information technology, or relevant experience and industry certification.
- Solid working knowledge of Microsoft Windows, Microsoft 365, and other Microsoft Office programs.
- Excellent communication and interpersonal skills, telephone manner, and customer-service orientation.
- Ability to work independently while handling multiple tasks and changing priorities.
- Familiarity with ITIL processes is an asset.
Schedule
- Hours are 8 AM–5 PM Atlantic time; the operation runs 24/7 and shift work may be required with reasonable notice.
Work arrangement and location
- Hybrid arrangement with four days onsite.
- Locations listed are Fredericton, New Brunswick; Moncton, New Brunswick; or Halifax, Nova Scotia.
Benefits
- Professional certification reimbursement, community and volunteer opportunities, dedicated paid volunteer time, a corporate fitness membership rate, and service award recognition.
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