IT Help Desk Analyst

Contenido de trabajo

Translational Research in Oncology (TRIO)is an academic clinical research organization that is dedicated to advancing translational cancer research by pursuing forward innovative and targeted therapeutic concepts in the clinical trial setting. We are committed to providing treatments of the future to the world of today.

TRIO is looking for a Help Desk Analystto join our Information Technology team remotely as a home-based employee from Central / Eastern Canada to support our global users. This position will have an early starting time to ensure shift crosses over with our European and North American colleagues. Exact time will be dependent on the applicant’s time zone.

This position is responsible for providing support to the day-to-day operation of the Help Desk. This position plays an integral part of the IT Team and provides a first line of support to all users of TRIO’s computing systems. This position may be assigned additional IT related roles. TRIO operates a 24x5 help desk service; some shift work and after hours on-call may be required.

TRIO’s head office is in Edmonton, Alberta although the organization has operations all throughout Canada, the USA, France and Uruguay.

Key Duties And Responsibilities

This position is responsible for any/all of the following tasks and responsibilities, as well as any other tasks deemed appropriate by the Supervisor:

• Help Desk Call Logging, tracking, problem resolution and call escalation.
• First line end-user support, including desktop, laptop and networking support.
• Support all TRIO computer systems and applications.
• Support user email solutions and archiving strategies.
• Update hardware and software inventory tracking.
• Update desktop and laptop (hardware) configuration and operations.
• Provide technical support for printers, scanner and copiers.
• Provide telephone, teleconference and video conferencing support.
• Perform user account administration.
• Support remote access solutions and VPN connections for all TRIO users.
• Participate in testing efforts as required.
• Participate in the development of user reference guides and instruction manuals, as required.
• Evening and weekend support, as required.
  

Qualifications

• Certificate, diploma or degree from a certified University, College or Technical School
• Minimum of 1-3 years of experience on a support desk, or equivalent
• Experience/ education in Microsoft desktop administration and Office product suites.
• Experience with Help Desk call logging and tracking applications.
• Experience supporting enterprise level applications
• Experience/ education in remote access/network support is required.
• Training in Windows 10, Windows Server Operating Systems, Microsoft 365, Microsoft Office and Productivity applications, would be an asset
• Excellent inter-personal and customer service skills
• Excellent English (Written and verbal) communication skills.
• Bilingual in French would be considered an asset
• Demonstrate attention to detail, accuracy, organization, thoroughness and ability to work independently.
  

What We Can Offer You

• Competitive salary
• 3 weeks of vacation
• 5% RRSP match
• Life, disability, health, & dental premiums paid by TRIO
• Flexible working hours
• Monthly internet allowance
• Paid Christmas Closure
  

If this sounds like the opportunity you have been seeking please forward a cover letter with your resume.

We thank all candidates for their interest; only those selected for an interview will be contacted.

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