Company DescriptionAirdrie LAN is a locally owned MSP business based in Calgary & Airdrie, AB, offering a wide variety of IT managed services to the community of Airdrie, Calgary, Canmore, Edmonton, and greater Alberta. Our technicians are CCNA, VMware & CompTIA A+ certified, professional, and committed to providing exceptional service since 1999.Role DescriptionThis is a full-time hybrid role as a Tier 1 Help Desk Support Analyst at Airdrie LAN. The role involves providing technical support for Windows PCs, Windows Servers, Apple computers, QNAP and Synology backup appliances, VEEAM software, Microsoft Office 365 desktop & cloud suite apps, as well as network hardware like Ubiquiti and Fortigate equipment. Responsibilities include remotely troubleshooting desktop computers and customer software and apps, delivering customer support, managing help desk inquiries, and updating ticketing systems. Additionally, you will create knowledge base articles and update internal documentation systems.While the position is primarily based in Calgary and Airdrie, AB, it is mostly remote work with the need for onsite work in Calgary, Airdrie, Canmore, Edmonton, Red Deer, Sherwood Park, Leduc, and Aldersyde. Applicants must be willing and able to travel to customer locations (i.e., have their own vehicle). Applicants who can travel to different cities in Alberta for onsite work will be given priority consideration.Job Requirements A fully operating vehicle to travel to onsite locations (primarily Airdrie & Calgary) The ability to work flexible hoursSelf motivated and good organizational skills + attention to detailCompTIA A+ certificationAdvanced understanding of Windows and MacOS operating systemsIntermediate understanding of networking fundamentalsBasic understanding of Windows Server operating systemsFluent and professional English speaking abilities Strong Help desk & Customer service abilities QualificationsTechnical Support and Help Desk Support skillsAnalytical Skills and Desktop Computers proficiencyCustomer Support experienceAbility to travel to client sites around AlbertaStrong communication skills and ability to work collaborativelyAttention to detail and problem-solving abilitiesKnowledge of networking and information technology systemsExperience with ticketing systems and remote troubleshooting toolsRelevant certifications in VMWARE, CCNA, Windows Server are a plusExperience with the following technology a MAJOR bonus> VMware ESXi> Windows Server 2022 Standard OS> DNS Role & Record Management> Microsoft Hyper-V> Active Directory Services> Azure Cloud> AWS EC2 & S3 Cloud Services> Webroot Secure Anywhere & Malwarebytes OneView> VEEAM Backup & Replication> ATERA RMM> AnyDesk> Office 365 Cloud Suite> GSuite Mail Hosting> QNAP Technology> Dell PowerEdge Servers
Job Title
Information Technology Help Desk Analyst