Job Description

Company Description
OTIP (Ontario Teachers Insurance Plan) is a member-focused, service-driven organization. We are committed to putting our people first by fostering a positive and inclusive work environment, providing a competitive total compensation package and investing in career development. Our team is currently looking for a/an:
Service Desk Analyst (Hybrid and remote options available)*
What you will do: *

• Interviewing users to collect information and investigate the source of incident(s). Reviewing actions taken by user, assessing cause of incident, whether it is related to hardware, software, cabling or telephones, and resolves the incident, escalating all other incidents to third level technicians as required.
• Identifying, researching, isolating and escalating incidents and problems to assist in resolution of network and hardware problems, following up to ensure resolution and communicating action taken to appropriate parties as required.
• Responding to, evaluating and prioritizing incoming telephone, voicemail, email, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Committing to timelines and acting as a liaison between information technology services and users.
• Performing support for the following:

• Access to create user accounts in AD

• Access to file share to grant file permissions

• Exchange Account Creation

• File restore from back up (Veeam)

• First level UCB (Knowledge to expand)

• SharePoint management

• ODIS management

• Packages to push out in SCCM

• VDI creation

• WINS job server restart services.

• Lab configuration and management

• Analyzing and evaluating incident reports and offering recommendations to users and management to reduce help line incident rates.
• Consulting with technical staff and providing information regarding recurring software, hardware and user-related incidents or issues.

Qualifications*
What you will bring: *

• Minimum of three years' experience as a Service Desk Technician or a related technical field, including experience creating technical documentation on service desk processes and metrics.
• Advanced knowledge of personal computer and Microsoft Office systems including O365.
• The demonstrated ability to use innovative methods to provide outstanding service in an accurate and efficient manner.
• The demonstrated ability to effectively communicate technical subject matter to users.
• College diploma in computer science or a related subject.
• Current experience in writing technical articles and procedures.
• MCSE and ITIL designations or working towards completion.
• General knowledge of network management.
• Basic knowledge of LAN and WAN.

We also consider your potential._ If you know you have what it takes to do the job but your experience doesn't exactly match the qualifications above, we encourage you to apply and provide us with more details about why you think you would be a great fit._Additional Information*
What we offer: *

• Competitive salary and bonus structure
• Industry-leading employer-paid group benefits that start on your first day
• Defined benefit pension plan
• 100% coverage of continuing education and licensing fees (including RIBO and AIC courses)
• Flexible work from home and hybrid options
• Opportunities for advancement

If you are interested in this opportunity, please apply online.
OTIP and its group of companies strive to create an accessible and inclusive work environment where everyone is treated with respect and dignity. Upon individual request, we will endeavour to remove any barrier to the recruitment and selection processes and provide accommodations for persons with disabilities.
As a business, we protect what matters most to our members. As an employer, we value what matters most in our workplace. Together, this includes fostering a diverse, equitable and inclusive environment for all. We are committed to learning and evolving so we can continue to celebrate what makes us special. You are who you are, and our differences are what make us unique.
We are an equal opportunity employer and encourage applications from all qualified individuals. We thank all applicants for their interest; however, only candidates selected for an interview will be contacted.
#LI-HybridLocation: 125 Northfield Dr W, Waterloo, ONJob Type: Full-time