Job Title

Job description IT Help Desk Analyst will report to the Service Delivery Manager and provide remote technical guidance, assistance, coordination and follow-up on customer questions, problems or malfunctions of all PC, MAC-related, Office 365, Network issues with a goal of first contact resolution. 1+ years of experience working for a Managed Service Provider, MSP or remotely supporting multiple external clients required Job Profile IT Help Desk - provide first and second level technical support through phone and email Support Windows and MAC desktop and laptop computers General access and connectivity issues Desktop application issues Basic administration of user accounts and groups Take ownership of trouble tickets, working and tracking issues to resolution Record detailed information into Service Desk ticketing system Support for mobile devices such as iPhones and Android phones Occasionally act as a liaison between Partners/Clients and NOC team . Candidate Profile 2 plus years of experience in a Service or Help Desk Desk/Inbound Support Center environment Windows and Apple operating systems Office 365 Mail and Email clients (Microsoft Outlook) Proficient in Active Directory Knowledge of network basics Knowledge of VPN basics Excellent communication, written and verbal are vital Excellent customer service skills are vital College or Technical Institute degree in Information Technology or other related discipline required. CompTIA Network+/Security+/A+, or MS365 role-based certifications an asset Customer service, especially with inbound phone contact Job Types: Full-time, Permanent Benefits: Paid time off Work from home Schedule: 8 hour shift Experience: IT Help desk: 2 years (required) Office 365: 1 year (required)