User Support Analyst

Description

Salary:$20.00 to $36.00 hourly (to be negotiated) for 40 hours per week

Job type:Full-time, Permanent

Work schedule:Flexible hours

Workplace type:Virtual job

Start date:As soon as possible

Language:English

Job Requirements

Education

• Bachelor's degree

Experience

• 3 years to less than 5 years

Benefits

• Dental plan
• Disability benefits
• Health care plan
• Paramedical services coverage
• Vision care benefits
• Bonus
• RRSP benefits
• Maternity and parental benefits
• Other benefits

Tasks

• Give access to computer networks
• Respond to users experiencing difficulties with computer
• Consult user guides, technical manuals and other documents to research and implement solutions
• Provide advice and training to users in response to identified difficulties
• Collect, organize and maintain a problems and solutions log for use by other technical support analysts
• Participate in the redesign of applications and other software
• Provide business systems, network and Internet support to users in response to identified difficulties
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software
• Provide customer service
• Manage incidents
• Troubleshoot and resolve technical problems
• Resolve product and service related problems

Supervision

• No supervision responsibility

Computer and technology knowledge

• Android
• Information Technology Infrastructure Library (ITIL)
• Jira
• Intranet
• Internet
• Desktop applications
• File management software
• Security software
• Presentation software
• Communication software
• Python
• Zendesk
• MS Office
• MS Windows
• Data manipulation and analysis
• Data analysis and interpretation
• Enterprise resource planning (ERP) software

Area of work experience

• Process troubleshooting
• Consulting
• Auditing

Area of specialization

• Accounting and financial services

Security and safety

• Secret clearance
• Criminal record check

Transportation/travel information

• Own transportation
• Willing to travel

Work conditions and physical capabilities

• Fast-paced environment
• Work under pressure
• Tight deadlines
• Attention to detail
• Sitting

Own tools/equipment

• Internet access
• Cellular phone

Personal suitability

• Accurate
• Client focus
• Efficient interpersonal skills
• Excellent oral communication
• Excellent written communication
• Initiative
• Judgement
• Organized
• Team player
• Ability to multitask
• Time management
• Honesty

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