Service Desk Analyst

Location: Winnipeg, Manitoba

Business Team: Infrastructure Services

We are seeking an experienced Service Desk Analyst to join our Infrastructure Services team in Winnipeg. You will assist in the support and maintenance of the growing network and system infrastructure for our company and for clients under contract for Managed Services. You will be part of a team responsible for designing, delivering, and supporting scalable, maintainable, and highly available network architectures that meet business objectives and SLAs. You have excellent customer service skills, and enjoy working with people.

What you'll do

  • Monitor and resolve service desk tickets.
  • Monitor active network and server infrastructure.
  • Respond to client requests based on established SLAs.
  • Troubleshoot and resolve infrastructure anomalies.
  • Perform routine preventative maintenance on equipment.
  • Support and maintain back-office servers in specified datacenters.
  • Provision and support the deskside hardware and software stack.
  • Assist in delivering IT solutions for a variety of technologies as need arises by using standard SDLC methods.
  • Work with team members to build a deployment schedule and act as a single point of contact for clients and team members.
  • Document events and problems in the ticketing system.
  • Interface with third-party vendors to resolve certain hardware/software problems.

What we'd like

  • Working knowledge supporting and maintaining Microsoft cloud software and services in both Microsoft 365 and Azure.
  • Good understanding and administrative experience of Microsoft & Office 365, Azure, Core Microsoft Office applications, Windows Server, Active Directory, Exchange, SharePoint.
  • Broad knowledge of IT business issues and processes related to incident management, as well as enabling technologies to support the core business.
  • 2-4 years’ experience working as an IT support analyst, help desk analyst, or equivalent role in the industry.
  • Experience supporting and maintaining back-office, desktop, and network infrastructure components on private and cloud topologies.
  • A service-oriented approach to IT support.
  • Experience with server and desktop operating systems on the Windows, Apple, and Linux platforms for support and maintenance purposes.
  • Experience with networking concepts.

What's in it for you?

We have an amazing culture, supportive environment and team members who are both smart and fun to be around. We know everyone says that; but, if you join us, you'll be saying it too. We offer competitive compensation and benefits package:
  • Professional Development budget and days.
  • Tech-enablement program for home use.
  • Career Mentor to help you grow in your career.
  • RRSP/401K match program.
  • Bonus programs to reward you for your accomplishments.
  • Wellness program to help keep everyone healthy.
  • Opportunities to connect - book clubs, game nights, Special Interest Groups, "Coffee & Code" for our developer friends, Team Meetings, and much more!
Online firmly believes in respect, equity, and equality and in providing EVERYONE equal opportunity to apply and succeed in their role. We are committed to creating and maintaining an inclusive and accessible environment for everyone.