Help Desk Analyst - Support Operations
Afilias Limited
Toronto, ON
Helpdesk Analyst – Support Operations

Main purpose of the position
The Helpdesk Analyst is a service desk role that is part of the Support Operations team
at Afilias. The primary responsibilities of the Helpdesk Analyst are desktop support for
both hardware and software as well as procurement, vendor, and asset management.
This position will be the primary contact for Linux based workstation support. The
position requires attention to detail, quick thinking, and the ability to handle stressful
situations with a calm demeanor.

Key responsibilities
Responsible for ensuring the timely resolution of user reported issues: problem
recognition, research, isolation, resolution, and follow-up.
Provide support to end-users for applications and hardware including but not limited

to:
Linux, Mac and Windows systems
Office applications
Hardware diagnostics and replacement as required
Software upgrades
Email/IM and other client configurations
Anti-virus software
Printers/scanners/fax/copier/phone system
Smart phones support (blackberry, iphone etc)
Maintains a high quality of service to customers
Asset management
Assist in Vendor and contract management

Technical knowledge & skills required
At least 1-2 years experience in Technical/Customer/Helpdesk Support
At least 1-2 years experience with Linux based systems (Ubuntu a plus)
At least 1-2 years support users in a multi OS environment
PC/MAC and server hardware knowledge
Basic networking skills required

Experience in the following an asset:
Windows Server
Vendor management and procurement procedures and tools
Experience with desktop imaging technologies (WDS, Kickseed,
Deploystudio)
Service-Now ITSM

Mental and physical demands
work daily on a personal computer and attend meetings as necessary
participate in on-call rotation
sometimes work extended periods
occasionally lift of servers, for rack installation
concentrate under conditions of high stress and short deadlines

Working conditions
standard "open-plan" office environment
sometimes required to work outside regular office hours
sometimes required to work from remote locations (remote offices, data centre,
home)
travel outside the country may also be required

Personal skills required
thorough and organized
very strong, proven analytical abilities
able to adapt to frequent change
eagerness to develop new skills
attentive to detail
self-directed
able to take initiative
able to work well with others
excellent ability to absorb, comprehend, and explain written technical material
good written and verbal communication skills
enthusiasm for technology (being a geek is an asset

If you would like to apply for this opportunity with Afilias Canada, please send a cover letter and resume to: careerscanada@afilias.info