Job Description

Position Summary:

IT Helpdesk Analysts are the front line to the Technology Department at QHR. They will work independently, as well as with other Technology teams, to resolve both day-to-day and complex technical problems. Some overtime is expected in this role, as required.

Essential Functions:

Fluent with Windows, MacOS, IOS, Android operating systems. Maintain service logs in the ticketing software (service-now) Supporting internal customers who work remotely and on-site within our offices. Clarifying customer needs, answering questions, troubleshooting, determining resolutions in a timely manner, as well as follow ups. Able to install, configure, upgrade, and provision all employees with hardware, software, and access based on their roles and needs. Asset management and tracking of computer hardware and software. Participate in ongoing duties and projects, investigate and implement new and emerging technologies, and work towards continual improvement of the support services, materials and best practices. Ability to lift or move up to 50lbs Organizational duties and expectations: + Promote QHR's "Blue Culture" framework to foster a collaborative, positive, and efficient workplace.
+ Contribute to the organization's positive image both internally and externally.
+ Perform other duties consistent with the position, as reasonably directed by your manager or lead.

Qualifications:

Mandatory

Strong problem solving skills and the ability to work in a fast-paced environment. Working knowledge of networking concepts is essential, including technical or Networking Diploma with 1-3 years of experience. Good technical understanding of: + Devices such as PCs, Phones, Macs
+ Networking
+ Windows Server
+ Other operating systems
+ Microsoft server technologies such as Microsoft Active Directory (or Azure AD), Office Productivity Applications, etc.


Assets

Previous experience working in a IT helpdesk or technical customer support. Experience in VMWare and/or Hyper-V or other virtualization technologies. Knowledge in UNIX/Linux/RHEL operating systems. * Experience in ServiceNow.