Junior Service Desk Analyst to handle IT support calls and chat-based tickets for a non-profit client

Our valued client is seeking a Junior Service Desk Analyst to handle IT support calls and chat-based tickets on a rotational basis

Initial 9-month contract with strong possibility of extension in Ottawa, ON (Remote) - 40 hours/week. Candidates with the ability to work on-site in Ottawa will be preferred.

As the successful candidate you will handle IT support calls on 8-hour rotational shifts between the hours of 7am - 8pm EST (Monday to Friday).

Responsibilities:

• Create problem tickets and assign to other support group(s), where applicable
• Resets Passwords on various systems as required.
• Troubleshoot standard hardware, software and connectivity problems reported by users.
• Assist in maintenance and daily optimum operations of the various computer systems across Canada.
• Install, configure and manage Network Printers and multi-function devices.
• Assist in building Service Desk procedures and knowledge base.
• Account maintenance within Microsoft Active Directory and health-care related IT systems
• Follow SLAs based on ITSM tickets & call handling.

Must-have Skills:

• Experience as an IT Service Desk Analyst (or similar role) troubleshooting IT hardware, software, and connectivity issues.
• Experience with Windows, Active Directory, Office 365 (O365) and general network and Internet principles

Nice-to-have Skills:

• Relevant certifications (MCSE, A+, etc.)
• Experience working in a healthcare environment