Job Description

Are you a tech-savvy problem solver with a passion for delivering top-notch customer support? Join our team as a Technical Specialist, where you\'ll play a crucial role in providing L1 and L2 remote phone and email support to our corporate and production end users. Be a part of a dynamic team and make a real impact on our users\' experience.

TalentWorld is recruiting a IT Helpdesk Analyst in Mississauga, Ontario for one of our clients.

Responsibilities
Resolve IT-related incidents and service requests through phone and email, adhering to incident management processes.
Collaborate with escalation groups and team members to provide expert technical solutions and professional guidance.
Prioritize excellent customer service to ensure a positive end-user experience.
Provide remote incident support during assigned shifts, including on-call rotations for weekdays, weekends, and holidays.
Answer and assist end users through the IT Service Desk, aiming for First Call Resolution.
Collaborate with on-site technicians and other teams to resolve incidents promptly.
Maintain accurate ticket documentation in ServiceNow.

Qualifications
Bachelor\'s degree in information technology, Computer Science, or a related field.
Proven experience in handling IT support for large-scale corporate environments.
Advanced troubleshooting skills in resolving complex network and connectivity issues.
Familiarity with IT project management methodologies and experience in project coordination.
Knowledge of scripting languages (e.g., Python, PowerShell) for automation tasks.
Proficient in the use of remote collaboration tools, such as Microsoft Teams or Slack.
Experience in conducting root cause analysis for recurring technical issues.
Understanding of IT compliance standards and regulations.
Familiarity with Citrix Director, VDI, and other remote desktop support tools.
IBM and Unix Mainframe support knowledge.
Cisco AnyConnect VPN Token administration experience.
RSA SecurID and Mobile Pass operational experience.
Automation and Windows PowerShell scripting knowledge.
Knowledge of mobile device management solutions (e.g., MobileIron, AirWatch).
Ability to adapt to new technologies and stay updated on industry trends.
Rotational daily shifts, 10 am to 6 pm, every 6 weeks or Evening shifts from 3 pm to 11 pm, one body and one week every 6 weeks.
Weekend coverage and 24/7 on-call support is a must.

Employment Details
Salary: $37.75 HR
Benefits: 40 hours weekly, Contract, Full Remote
Schedule: Day Shifts: 10:00AM am to 6:00PM, every 6 weeks. Evening Shifts 3:00PM to 11:00PM, one week every 6 weeks, Weekend coverage and 24/7 on-call support.
Other: 12 months Contract, possibility of extension

Interested in IT Helpdesk Analyst role in Mississauga, Ontario?

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