Job Description

Job Category: Information Technology
:
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.
Responsibilities:
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
Qualifications:
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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Skills Required