Sr. Desktop Support Analyst

Short Company Profile HTS Engineering Ltd. is the largest independent commercial HVAC manufacturers’ rep in North America, with 19 offices in the US and Canada. HTS has a vibrant look and brand promise -- one that reflects our companywide commitment to ensure the individual success of all those involved in a project’s HVAC system selection, design, purchase, installation and maintenance including our employees, suppliers customers and end-users.

Job Mandate: The Senior Desktop Support Analyst should have extensive experience with desktop hardware, software, operating systems and basic networking knowledge. This role provides level 2&3 support to customers/end users, ensuring delivery of excellence to all our customers/end users across North America. Assist customers/end users with efficient and effective use of desktop applications and hardware. Participate and lead various technology projects with opportunities to plan, design and implement technology solutions.

You will be the go-to person for all IT support questions and issues within the business. Our clients will come to know you as the person most responsible for delivering support initiatives to them and getting their issues resolved quickly. You will inspire the team by helping the team remove blockers, resolve challenging questions and at times, re-prioritize the focus in the queues to address new trends.

You will also represent KORE’s customers and inspire others across the organization to help prioritize and address issues our customers face. Lastly, you will intuitively understand the experience and needs of application users and proactively help identify ways in which they can interact with IT software solutions to increase their productivity and results.

Job Details

Major Responsibilities:

• Report issues, trends, and concerns to support manager.
• Have visibility of incoming tickets/calls/chats to identify trends from reported issues.
• Diagnose, troubleshoot, and resolve complex hardware and software issues.
• Review and maintain documentations and asset system data to ensure consistency and accuracy of data.
• Review level 1 resource tickets to ensure SLA are met and professional responses from level 1 resource.
• Be an escalation point for level 1 resource.
• Triage tickets/requests from clients in a timely manner and assign them to the appropriate queue or team member for resolution.
• Manage the ticket workflow, including prioritization and escalation, and follow tickets/requests through to resolution.
• Troubleshooting and managing incidents and problems as they arise. Ensuring service level and operational level agreements are met and maintained.
• Provide outstanding customer support and keep a pulse on the customer experience journey.
• Keep a calm and calculated approach to critical situations where a quick response and resolution is important.
• Create and maintain Knowledge Base content relating to IT support.
• Manage the creation of training documentation/videos as well as facilitate onboarding/training sessions to application users and new hires as needed.
• Responsible for coaching, training and developing new team members and providing performance feedback on a regular basis.
• Exemplify the characteristics and company values you are looking to develop in IT support team members.
• Monitor team support metrics to ensure team goals are on track and provide reporting as required to management.
• Work with the department manager and process architect to proactively discuss, plan, and implement process improvements and best practices that promote a positive customer experience.
• Communicates and informs the leadership team on what the most important issues and feature requests are and how we can address them.
• Managing and interacting with vendors in relation to IT support issues, enhancements and implementation of changes as required.
• Manage application configuration and upgrades, and problem analysis and resolution for complex application problems, in conjunction with the users and external application or service suppliers where necessary.
• Improve application functionality and performance and provide suggestions for system and business improvements.
• Being actively involved in cross functional teams to assist in project planning, execution and problem solving inclusive of various technologies.
• Adherence to corporate policies, signed agreements with service/product providers, and other related operational guidelines.
• Perform other related duties as assigned.
• Build and maintain support related reports/dashboard on a monthly or ad hoc bases.
• Responsible for on-call/as-needed support for remote locations
• Maintenance of current desktop environment including but not limited to phones, PCs, monitors, printers, peripheral devices, and mobile units.

Working Conditions:

• Hybrid of remote work and office setting
• Office setting - Open, collaborative office space (may vary by location)
• Fast-paced environment with tight deadlines
• Reliable access to personal transportation is a requirement

Minimum Required Technical Skills/Qualifications

Knowledge, Education, Training:

• IT related degree/diploma or equivalent in related field preferred
• ITIL V3 foundation
• CompTIA A+
• CCNA1

Experience:

• Minimum of 5+ years IT support experience
• Previous work experience in a ITSM model

Technical Skills:

• Strong knowledge of all Windows based operating systems
• Strong knowledge of PC based computer hardware
• Strong knowledge of Office 365 suite
• Intermediate networking knowledge

Minimum Required Behavioural/Soft Skills

• Possesses outstanding written and verbal communication skills
• Ability to empathize with users and team members and quickly grasp the issues they're facing
• Ability to work independently and effectively in a fast-paced environment with little direct supervision
• Ability to apply reasoning and logic to any given problem and determine the best next step towards resolution
• Highly organized, detail-oriented, extremely responsive, and able to prioritize many tasks
• Self-motivated and takes the initiative
• Able to motivate a team, recognize the right talent and bring the best out of everyone
• Ability to empathize with users and team members and quickly grasp the issues they're facing
• Strong people person
• Service oriented – must demonstrate a strong sense of client impact/responsibility.
• Strong analytical skills.
• Understanding of ITIL and ITSM

In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, HTS Engineering is an equal opportunity employer. HTS welcomes and encourages applications from Aboriginal people, visible minorities, women and people with disabilities. Accommodations are available upon request, for all aspects of the recruiting process.