About you:
Are you a driven individual looking to develop your passion for technology, expand your knowledgebase, and provide businesses and organizations with innovative I.T. solutions while working with a growth-oriented team? If so, this opportunity could be for you!
Role Overview:
Umbrella I.T. Services is looking to hire a Service Desk Analyst in the Calgary area that will deliver prompt technical assistance, troubleshoot issues, and ensure seamless IT operations for both potential and existing clients.
We have a large client in the Calgary area that will require occasional on-site visits. Other than those on-sites, this job is fully remote for the time being as we continue to expand into the Calgary area.
Service Desk Analysts will also be able to work alongside Security Officers, System and Network Administrators, Solutions Architects, and other roles to gain experience in designing, deploying, maintaining, securing and optimizing IT infrastructure.
Service Desk Analysts are only required to be in-office one day per week and can work from home unless they are needed at a potential or existing client site during the week.
Service Desk Analysts receive a minimum of 2 hours a week to study any applicable subject of their choosing from project management to technical certifications and anything in between.
About us:
Umbrella I.T. Services is a growing managed service provider that has been in business for 11 years.
We help our clients leverage technology to meet their unique goals.
We focus on building and maintaining long-term relationships with our clients by providing them with pro-active, process-based I.T. services that they can rely on while developing their own organizations.
With a recent focus on growth, our CEO was seen on CTV Morning Live, attended Forbes 30 Under 30 and aims to expand Umbrella I.T. Services operations without compromising quality of service for our clients.
We believe in empowering our team members with the skills, certifications and mindsets they need to succeed in the world as we grow the company together. Everyone is given the freedom to develop personally and professionally.
Description of Duties:
- Provide frontline technical support to clients via phone, email, or chat, addressing IT-related issues promptly and courteously.
- Log and prioritize incidents and service requests in the ticketing system, ensuring accurate documentation and timely resolution.
- Troubleshoot hardware, software, network, and system issues, following standard operating procedures and troubleshooting techniques.
- Escalate complex issues to higher-level support teams or vendors as necessary, ensuring timely resolution and client satisfaction.
- Fulfill service requests such as software installations, access provisioning, and equipment deployment, adhering to service level agreements (SLAs).
- Communicate effectively with clients to provide status updates on their reported issues or service requests, managing expectations regarding resolution times.
- Maintain knowledge base articles and documentation, updating them with resolution procedures and troubleshooting steps for common issues.
- Monitor systems and network infrastructure for potential issues or performance degradation, taking proactive measures to mitigate risks and ensure system stability.
- Provide user training and guidance on using IT systems, software applications, and self-service tools, empowering clients to troubleshoot common issues independently.
- Collaborate with other IT teams and vendors to resolve complex issues and contribute to continuous improvement initiatives aimed at enhancing service delivery and client satisfaction.
Skills and Requirements:
- Valid Canadian Driver's License and a Vehicle
- Full-time Availability
- Managed Services Provider Experience
Personal Attributes:
- Analytical Thinking: Ability to analyze complex problems, break them down into manageable components, and develop effective solutions.
- Creativity: Capacity to think innovatively and propose creative solutions to meet unique client requirements and challenges.
- Excellent Communication: Strong verbal and written communication skills to effectively convey technical concepts to both technical and non-technical audiences.
- Client Focus: Dedication to understanding client needs and delivering solutions that address their specific business objectives and challenges.
- Collaborative Spirit: Ability to work effectively in cross-functional teams, collaborating with colleagues, clients, and stakeholders to achieve common goals.
- Adaptability: Flexibility to adapt to changing project requirements, technologies, and environments.
- Problem-Solving Skills: Proficiency in identifying, analyzing, and solving technical problems efficiently and effectively.
- Attention to Detail: Thoroughness in documenting requirements, designing solutions, and ensuring accuracy in implementation to minimize errors and risks.
- Time Management: Strong organizational skills and the ability to prioritize tasks effectively to meet deadlines and deliver projects on time.
- Continuous Learning: Commitment to ongoing learning and professional development to stay updated on emerging technologies, industry trends, and best practices in the field.
Experience with the following technologies is preferred but not required:
Cloud Services
- Google Workspace
- Microsoft 365
- RMM Software
- PSA Software
- Off-site backup solutions
- On-site backup solutions
- AI Tools
Desktops
Servers
- Windows Server
- VMWare
- Dell
- HP
- Synology
- QNAP
Networking
- Cisco
- Ubiquiti
- UniFi
- Fortinet
- PFSense
VoIP
Application process:
If you are interested in applying for this position please send us your resume and let us know why you think you’d be a great fit for our team
*Please provide your acclaim account information with your resume to ensure we can verify your certifications*
Job Type: Full-time
Pay: From $70,000.00 per year
Benefits:
- Casual dress
- Company events
- Dental care
- Extended health care
- Flexible schedule
- On-site parking
- Paid time off
- Vision care
- Work from home
Flexible language requirement:
Schedule:
Work Location: Hybrid remote in Calgary, AB T2G 2W1