Service Desk Analyst

Company Description

In 2020, Viral Nation was voted the 4th fastest growing company in Canada. Viral Nation is a global digital marketing agency that specializes in influencer marketing, talent representation, social media marketing and management, and content production. Our influencers develop engaging and authentic content that drives real ROI, and likewise our creative and social teams develop compelling content that makes brands’ social break through the noise of our cluttered feeds.

We are a company of digital and social natives that are passionate about delivering results. We are a team of entrepreneurs, ex-global agency leaders and big talent agency recruiters who came together with a shared vision to do things differently. We move at the speed of culture and evolve quickly as needed. We continue to do this successfully for some of the world’s largest brands, including Facebook Oculus, Disney, DC Comics, TikTok and Tencent.

We envision Viral Nation becoming a data and AI tech mammoth in the coming years and we are actively recruiting top talent technology professionals to help us get there and co-create innovative digital products that will go viral.

What’s in it for you:

• Work with and build cutting edge MarTech products for the future of social media
• Continuous learning and development opportunities
• Flexible work schedule and summer hours
• Competitive salaries and 100% paid comprehensive health benefits plan
• Learn from an unrivalled leadership team with many years of agency experience
• Be yourself! Work with an agency that boasts above-average diversity statistics
• Dedicated programs to support your mental health and work-life harmony
• Partake in our calendar of team building and social events

Job Description

The Service Desk Analyst will be a member of the Viral Nation IT team, reporting directly to the Chief Technology Officer. This candidate is a team player with strong problem-solving skills, well organized and able to work within a dynamic fast-paced environment. They will be providing fast, friendly and efficient technical support to a variety of interdisciplinary teams and users on a daily basis while diagnosing, troubleshooting, and resolving general account inquiries.

Responsibilities:

• Provide frontline desktop/helpdesk support to all employees
• Setup, configuration and deployment of computers, hardware and software
• Respond to queries and perform remote or in-person troubleshooting through diagnostic techniques
• Diagnosing, repairing, maintaining, upgrading and documenting all user-based hardware to ensure optimal performance.
• New user onboarding, which includes account creation, providing orientation and guidance to users on how to operate new software and computer equipment; Offboarding of users and equipment recovery
• Provide end-user training when/where appropriate and required.
• Help build an internal wiki with technical documentation, manuals and IT policies
• Provides support with network security initiatives, DevOps and recommends solutions to support IT and company initiatives
• Ensure security and privacy of networks and computer systems
• Maintain records/logs of cybersecurity incidents, application performance, repairs and fixes
• Perform internal audits to ensure internal policy compliance
• Track, route, and redirect unresolved issues to correct resources within the IT department

Qualifications

• College diploma or university degree in the field of computer science or equivalent work experience
• Experience providing white-glove end-user application and desktop support service
• An understanding of support tools, techniques, and how technology is used to provide IT services
• Proficiency and administrative ability with Mac OS and Windows Operating Systems, Microsoft Office 365, Google Suite, Amazon Web Services, Jamf Pro/Connect, MS InTune, SSO Solutions
• Knowledge of networking, switches, and wireless connectivity equipment (Juniper, Ubiquiti, TP-Link)
• Experience with enterprise messaging services, anti-spam, anti-virus and anti-malware (SentinelOne, ProofPoint)
• Ability to conduct research into a wide range of computing issues and cybersecurity incidents and mitigations
• A positive “can do” attitude with an ability to creatively arrive at a solution
• A passion for technology and an ability to match issues and solutions
• Exceptional time management and organizational skills
• Standout written and verbal communication skills

Additional Information

Viral Nation is committed to diversity, equity and inclusion in our agency. Viral Nation welcomes applications from people with visible and non-visible disabilities. Accommodations are available on request for candidates taking part in all aspects of the recruiting and selection process.

Viral Nation is committed to diversity, equity and inclusion in our agency. Viral Nation welcomes applications from people with visible and non-visible disabilities. Accommodations are available on request for candidates taking part in all aspects of the recruiting and selection process.