Job Description

Reporting to the Global IT Manager, we are seeking a detail-oriented, thorough, and organized IT Support Analyst to join our team. In this position, you will play a key role in providing support for all areas of IT for Redpath Mining Inc. You will update systems, troubleshoot problems, and provide hands-on client support for IT issues within our organization.

Health and Safety:

Having the authority and responsibility to maintain a safe and efficient working environment Following Company health and safety standards and reporting any unsafe acts or conditions

General:

Ensure client systems, software, and mobile devices are up to date through system monitoring and regular upgrades Utilize ticketing system (Service Now) for all support requests, incidents, and change requests. Effectively track assets and software distribution Monitor and maintain network and server assets Assist with the design, implementation, and support of new software and features Oversee troubleshooting for system errors Provide technical support either by phone, remote access, or site visits as needed Respond to IT issues, hardware maintenance, software, networking, etc. Evaluate connectivity issues with equipment, and software Set up equipment for new users Perform data backups Install and update network system improvements as needed Provide client computer, asset tracking/deployment, network, antivirus, and application support. Provide VOIP & Teams telephony support The duties and responsibilities listed above are representative of the nature and level of work assigned and are not necessarily all inclusive

Working Conditions

Works in a comfortable indoor office environment Exposure to deadlines, multiple demands, distractions/interruptions

Physical Demands

Sitting for long periods of time Frequent requirement to lift/handle material or equipment of a moderate weight Occasionally required to move or lift light material or equipment Regular need to give close attention to what is happening

Mental Demands

Mental effort to deal with multiple deadlines, accuracy, and multi-tasking Frequent contact with employees experiencing various issues outside of normal working hours Providing maintenance after hours and on weekends as part of an oncall rotation

Effort

Operate computer, respond to inquiries, present information, read documentation, resolve conflicts, problem solve

Education

Required: College diploma in Business, Information Technology or related experience.


Preferred: University degree in Business, Information Technology or related experience.


ITIL, CompTIA A+, CompTIA Net+ certification, or related IT certification preferred. Previous experience as a help desk technician, computer technician, or IT support.

Work Experience:

Required: 24+ months' experience, possibly through co-op placements.


Preferred: 4 years' experience.

Computer Skills

Hardware & software pertaining to network configuration, business operations and security MS Office, Microsoft Teams SharePoint E-mail Fax/Printer/Photocopier Equipment VoIP & Teams Telephone Systems

Knowledge Required

Technical knowledge of existing network infrastructure and software policies Exceptional technical documentation skills Ability to present ideas in a user-friendly language Keen attention to detail Proven analytical and problem-solving abilities Ability to configure networked printing and imaging devices Ability to troubleshoot both hardware and software issues Ability to prioritize and execute tasks in a high-pressure environment Ability to work independently and collaboratively Excellent written and oral communication skills Excellent interpersonal skills Exceptional service orientation Strongly self-motivated and directed Ability to work both independently and collaboratively

Additional Information:

Occasional amount of domestic and international travel may be required. Overtime and occasional weekend work required.

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