I.T. Support Analyst (9-Month Contract)

I.T. Support Analyst (9-Month Contract)

Blue Ant Media’s I.T. team is seeking a confident, upbeat, and reliable individual geared up for an entry level role of I.T. Support Analyst. The role of I.T. Support is “the face” of I.T. whose primary responsibility is to ensure solutions are implemented. The successful candidate will be the first point of contact for all technological inquiries for all staff in our head office. Additionally, taking into consideration our international offices, this role also provides the opportunity to work with and support our international teams. The successful candidate would leverage their technical knowledge and experience to provision effective solutions to business-critical problems. Most importantly, the successful candidate will be a keen problem solver who constantly strives to provide the highest quality customer service.

Core Responsibilities & Duties 

• Proactively provide timely responses and effective solutions to:

  • Helpdesk requests through web ticketing portal

  • Direct email requests and inquiries

  • Direct face-to-face requests and inquiries

  • Flexibility to provide remote support for multiple international offices

• Make reasonable judgments, based on analysis, whether issues need escalation within I.T. team and/or involvement of other business units and stakeholders

• Configure, troubleshoot, maintain, repair, and deploy Mac and Windows systems, mobile devices, printers, and miscellaneous peripherals

• Provide support and training on Mac OS, Windows 10, Windows 11, and business specific applications new and existing as required

• Assist in administration of end user accounts using Active Directory and Google Workspace

• Physically setup and track desk phone units and troubleshoot connectivity issues

• Troubleshoot network connectivity issues with Wi-Fi, LAN, and business specific networks

• Perform miscellaneous incidental duties as required

Key Qualifications & Experience

• College diploma or University degree in the field of Information Technology OR a minimum of 1-2 years of equivalent work experience in a role similar to I.T. Support

• Self-sufficient with heightened prioritization and organizational skills 

• Excellent verbal and written communication skills with a proven ability to translate technical concepts into user-friendly terms

• Exceptional interpersonal skills with natural drive towards providing high quality customer service

• Highly developed analytical and problem-solving skills with constant desire to learn

• Ability to absorb and retain information quickly

• Natural ability to establish and maintain good customer rapport

• Perform well under high pressure, fast-paced, work environment

• Consistent ability to ensure job is done well on all sides and in keeping service standards

• Demonstrated ability to work well under minimal supervision

• Proficient with Mac OS

• Knowledge and understanding of computer networking concepts (e.g., TCP/IP, DNS, VLAN, etc.)

• Windows Servers 2016, 2019, and 2022

Additional Qualifications

• ITIL Certification would be an asset

• Excellent computer skills specifically in Google and Microsoft environments

• Ability to work with a team and under pressure in a fast-paced environment

• Ability to multi-task a variety of functions while maintaining a high degree of accuracy

• Excellent communication and interpersonal skills

• Ability to prioritize and meet strict deadlines