Helpdesk Analyst

StarTech.com Ltd. is a leading manufacturer of hard-to-find connectivity and technology parts that complete business solutions.  Founded in 1985, we are a privately owned Canadian company, based in London Ontario with a business in Hong Kong and operations in Columbus, Ohio and Northampton, England.

StarTech.com is growing rapidly in the North American and European markets with further plans to expand globally. Our success has been recognized with several awards including the “Large Business of the Year” from the London Chamber of Commerce, being named one of the 50 Best Small and Medium employers in Canada and being included in the Inc 5000 list for four consecutive years recognizing us as one of the fastest growing private companies in the United States.

Our customers love doing business with us because we provide exceptional customer service with lifetime support and exclusive online resources that saves them time and money.

As a result of planned expansion and international growth, we are currently looking for a person to join and grow with our Information Technology team.  The person will be a single point of contact for all IT support issues and ensure proper computer operation so that end users can accomplish business tasks.  This includes receiving, prioritizing, documenting, and actively resolving end user help requests.  Problem resolution may involve the use of diagnostic and help request tracking tools and includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion, and provide end-user assistance where required.

Qualifications:

• Post-secondary education (diploma or degree) within the information technology field
• 2-3 years of related experience in a Microsoft technology based environment

·         Excellent technical knowledge of PC hardware, software and peripherals

·         Extensive application support experience with Microsoft productivity tools

·         Hands-on hardware troubleshooting experience

·         Experience with Microsoft desktop and server operating systems

·         Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment

·         Analytical and problem-solving abilities, with keen attention to detail

• Excellent interpersonal, communication and customer service skills
• Strong documentation skills
• Industry certifications will be an asset (e.g. A+, ITIL)

Job Responsibilities:

Provide help desk customer service and technical support to all users;

• Level one technical resource (first point of contact) for all IT-related equipment/technology (network, computer hardware, applications/software, user accounts, AV equipment).  Support can be provided via the telephone, e-mail, remote access or in person 
• Diagnose, troubleshoot, and resolve technical problems regarding computer software, hardware, peripherals, telephony and networking
• Redirect requests as appropriate to other departmental staff
• Communicate information on service disruptions and service upgrades to our users
• Use Help Desk software to record, track, prioritize and complete user support requests and other work orders
• Develop help sheets and frequently asked questions lists
• Escalate/redirect work orders, as appropriate, to other IT department staff
• Assist other IT staff as required to help resolve escalated support problems
• Provide instructions to users about proper policies and procedures to backup of their data files
• Assist users with the maintenance of anti-virus and other security and productivity software as required
• Coach users in the use of their computers and software applications
• Provide consultative services to users for some minor computer related decisions
• As necessary, liaise with third-party support and IT vendors, including RMA’s
• Be part of the IT after-hours support on-call rotation

Deployment of hardware, software and peripherals;

• Install, configure, test, maintain, monitor, and troubleshoot user workstations and related hardware and software in order to deliver required desktop service levels
• Answer to and perform moves, adds, and changes (MAC) requests as they are submitted by managers
• Ensure that physical desktop connections (i.e. RJ-45 Ethernet jacks, telephone jacks, connectors between PCs and servers, etc.) are in proper working order
• Develop and maintain an inventory of deployed IT hardware, software, peripherals, etc.

System administration;

• Perform basic system administration including the creation of user accounts and setting permissions, password resets, etc.

If you want to join a successful, growing and dynamic entrepreneurial company that provides competitive compensation and benefits, please submit your resume in confidence by applying on-line to www.startech.com

We appreciate all applicants however only those selected for an interview will be contacted.  No phone calls please.