Desktop Support Analyst

Job No: 131339

Location: Calgary

Employment Status: Full Time

Closing Date: 13 Mar 2021 MST

Use your IT experience to provide best in class technical support and customer service while receiving a highly competitive salary and benefits package.

About Proactis Solutions

Proactis Solutions is an IT management organization dedicated to offering more than just break-fix support and self-serving IT solutions. As an organization, we partner with enterprises to add value to their organizations through IT best practices and a vision for innovation. Our work is focused on creating strategic IT solutions, meeting business needs, and driving the overall organization forward. We're lucky to be working with great businesses that are doing good work, which is why as an organization, we value innovative thinking and customer service; if we ourselves can't solve a problem for our clients, we'll help them find a solution. 

At Proactis Solutions, we know that our continued growth and success is thanks to the hardworking people who make up our team. As a group, we're a bit geeky and very passionate about finding new and better ways to use IT to reach strategic goals. Working with us, you'll find a fun and hardworking team where open communication is valued, and everyone is happy to lend a helping hand when it's needed. If you're frustrated by red tape and doing the same tasks every day, then get in touch, we can offer you something different and better. 

For more information about us, please visit our website by clicking here.

About the Opportunity

Proactis Solutions currently has an exciting opportunity for a highly motivated Desktop Support Analyst to join our team in Calgary on a full-time basis. This fast-paced role will see you working from home during the current pandemic, with the possibility to operate from our clients' workplace if needed. Reporting to the Helpdesk Manager, you will be responsible for ensuring optimal performance as well as business continuity for our customers' end user devices and applications by analyzing, prioritizing and troubleshooting issues. 

While no two days will be alike in this client-facing role, your key responsibilities will include:

• Organizing your tickets and ranking them from the most critical to the less urgent ones.
• Delivering an excellent customer service experience by resolving problems and communicating effectively with both business and technical users.
• Escalating complex incidents to senior staff before subsequently updating clients on the resolution.
• Creating and maintaining the documentation of infrastructure, procedures, solutions, and end-user training resources. 
• Connecting with clients for remote or phone support whenever it is most efficient, aiming to minimize back and forth on issues

More About You

In order to qualify for this role, you will need 2 to 3 years of desktop support experience, preferably within a Managed IT Services environment. Microsoft Certified Systems Administrator (MCSA) or Apple Certified Support Professional (ACSP) certifications will be considered an asset for this role. 

As our ideal candidate for this role, you will be self-motivated and eager to learn while demonstrating strong attention to detail and excellent decision-making skills in a competing environment. Your excellent interpersonal skills will combine with your aptitude for customer success as you work to solve our clients' IT challenges and bring their organizations closer towards IT excellence. Your ability to manage priorities, along with your strong problem-solving skills and organized mindset, will ensure success in building a mutually beneficial relationship with our clients. You'll also join us with robust technical knowledge allowing you to implement, manage, and support the following:

• Windows 10.
• Mac OS and iOS.
• Android.
• Microsoft Office suite.
• Adobe Suite.
• Various other line of business end user applications.
• Cloud Applications: Sharepoint/OneDrive, Dropbox, Slack, Microsoft Teams, Zoom, Google Workplace (asset).
• Mobile device management (asset).
• Working product knowledge of Meraki, Microsoft Intune, Azure AD basic administration, Microsoft 365 Exchange, Veeam, Solarwinds RMM, ITGlue, JAMF (asset).
• SSO and 2FA platforms (asset).

Above all, you'll be a flexible and resourceful team player ready to use your skills to provide solid customer service to our clients and our greater team.

About the Salary and Benefits 

In return for your hard work and dedication, you will be rewarded with a competitive annual salary based on your skills and experience, as well as a comprehensive package that includes:

• A flexible benefits plan through Honeybee allowing you to tailor your employee benefits to your needs. 
• 2 weeks vacation to start with the opportunity to increase
• Half-day off every second Friday after probation. 
• Additional time off over the Christmas period. 
• Huge opportunities for career progression as we would like to see the successful candidate in this role grow.
• Before COVID, we had frequent social events like our company paid team lunches, and we're eager to get back to them as soon as possible. 

Upon joining Proactis Solutions, you'll be welcomed into a friendly environment where communication is valued at all levels. Though the work that we do may be challenging at times, it's also rewarding and allows us to make a tangible and positive difference.