Job Title

We are seeking a proactive and customer-focused Helpdesk & Desktop Support Analyst to provide first- and second-level technical support to end users. This role is responsible for troubleshooting hardware, software, and network issues, ensuring timely resolution, and maintaining a high level of customer satisfaction. The incumbent is responsible for providing system, end-user support for MEMSs information-technology assets, including desktop systems, communications hardware/software, and office systems. The Analyst will work with other IT team members, supervisors, and end-users on connectivity problems and, if necessary, create technical documentation for users. This position will also be responsible for facilitating MEMS email systems and configure desktop development alternatives, manage computer parts inventory, and recycle parts as needed. Key Responsibilities Provide technical support for desktops, laptops, mobile devices, and peripherals Respond to service desk tickets, emails, and phone calls in a timely manner Troubleshoot and resolve issues related to operating systems (Windows/macOS), Microsoft 365 applications (Outlook, Teams, SharePoint, others), and network connectivity (VPN, Wi-Fi, LAN) Log, track, prioritize, and resolve support tickets following SLA guidelines Administer desktop computers, laptops, printers, phones, smartphones, software deployment, security updates and patches Perform workstation setup, moves, adds, and changes (MACD) Support operating systems, productivity software, and business applications Conduct hardware diagnostics, repairs, and replacements Apply patches, updates, and antivirus/security tools Manage user accounts, passwords, and permissions (e.g., Active Directory, Azure AD/Entra) Assist with onboarding and offboarding of employees (equipment setup, access provisioning) Support network connectivity including LAN, Wi-Fi, and VPN Monitor and maintain asset inventory and lifecycle tracking Contribute to knowledge base articles and IT documentation Ensure adherence to IT policies, security standards, and best practices Assign configuration of authentication and authorization of directory services Maintain network facilities on individual machines, such as drivers and settings of personal computers and/or printers Maintain network servers such as file and print servers, Active Directory controllers, web servers, mail servers, and other infrastructure systems Assist with system backups and recovery, disaster recovery activities and regular plan testing Respond to system outages, identifying root cause and troubleshooting as required Perform day-to-day mobile administration activities, such as adding new accounts, disabling old accounts and performing security operations Develop and update documentation Work on special projects as requested Other duties as assigned What You Bring Diploma or degree in Information Technology, Computer Science, or related field (or equivalent experience) 13 years of experience in IT helpdesk or desktop support Strong knowledge of Windows and/or macOS operating systems Experience with Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) Familiarity with Active Directory, ticketing systems, and basic networking concepts Excellent customer service and communication skills Experience with remote support tools and endpoint management solutions such as Intune Experience supporting mobile devices (iOS, Android) Other Knowledge And Skills Demonstrated working knowledge of current MS 365 Applications, Azure, MS EntraID, Cloud, and Desktop technologies, such as desktop products, remote user access, multi-node networks including firewalls, printers and photocopiers Ability to identify, articulate and troubleshoot technical problems in a ''live'' environment, under quick deadlines and turnaround requirements Ability to function well in a reactive mode, responding to technical problems with a sense of urgency as they arise Ability to maintain confidentiality and effectively deal with sensitive information Strong client focus and the ability to work with employees at all levels Ability to work independently with minimal supervision as well as in a team environment Demonstrates well- developed analytical and problem-solving skills Demonstrates good judgment and decision-making skills Working Conditions Office environment that requires sitting for extended periods of time, as well as infrequent field work Prolonged exposure to computer keyboards and computer screens Sometimes requires long hours of work Interruptions outside work hours and travel to other offices may be required Manual dexterity required to use laptop and peripherals Benefits Competitive salaries Comprehensive benefits package including flex benefits for extended health care, dental care, vision, life insurance, short-term disability insurance, long-term disability insurance, critical illness insurance and accidental death and dismemberment insurance Employee share-ownership plan Group RRSP matching plans Employee wellness programs Flexible hours Career development planning Compensation for subscription and accreditation fees Equal Opportunity Statement MEMS practices equal opportunity and fair hiring practices when filling positions and will hire the most qualified individuals based on their knowledge, skills, abilities and other competencies. MEMS has adopted this philosophy to ensure all employees, and potential candidates are considered for employment opportunities through a consistent, fair and barrier-free approach. #J-18808-Ljbffr