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Bilingual Helpdesk Analyst (Hybrid)

Superior Propane - QC

This is a Contract position in Sainte-Catherine, QC posted November 21, 2022.

Reporting directly to the Manager IS Helpdesk, the Bilingual Help Desk Analyst I is responsible for troubleshooting computer systems and applications. This position provides prompt and courteous support and resolution to information technology issues experienced by Superior Propane employees. The Help Desk Analyst is responsible for answering the Information Services (IS) Help Desk Hotline, telephone and email, and responding to inquiries and/or triaging related to computer software, hardware, set up and configuration, as well as questions related to the telephone and voicemail system, and achieving pre-defined customer service standards.

This position is eligible to participate in our Hybrid work model, with the requirement of 1 day in Office (Laval or Ste Catherine), and any other times as needed.

Role Specific Responsibilities:

  • Provide computer hardware, software, network and telephone support for the National Operations Centre, Sales and Administration Centre and other national locations.
  • Support and troubleshoot computer systems and applications. Develop Help Desk support procedures including phone, printer, network and other support documents.
  • Update, Test, and Distribute desktop images to maintain consistency among all corporate computer assets at all locations.
  • Provide second level support for complex issues received from the IS Help Desk Hotline (telephone and email), remotely troubleshoot issues encountered and if necessary, escalate the request to Management.
  • Configure, troubleshoot, and support printers and fax machines across the organization.
  • Provide orientation and on-site training for new hires.
  • Maintain an accurate log of requests (tickets) and their status, ensuring that they are resolved per end-user satisfaction within the response timelines outlined in the customer service standards agreement.
  • Prepare initial set-up and configuration of computers and telephones as per the approved “Request to Set Up a User” Form.
  • Provide advanced account and security management for users.
  • Maintain an accurate inventory of all hardware and software and track their distribution and installation of assets across the country.
  • Additional project work as required.

Core Competencies

  • Customer Service
  • Continuous Improvement
  • Problem Analysis
  • Communication
  • Building Positive Working Relationships

Education & Experience:

  • Community College Diploma or equivalent training/certification in a related IT field.
  • Minimum of three (3) years of recent work experience in a Help Desk role.
  • Advanced computer and networking skills.
  • Ability to work individually and as part of a team.
  • Strong organizational skills and Attention to Detail
  • Ability to handle shifting priorities.
  • Exceptional customer service skills that are supported by strong oral communication.
  • Able to communicate, verbally and written, with individuals from all levels of the organization.
  • Fluency in French/English, both written and verbal is a must

Experience with the following systems or applications would be considered an asset:

  • A+ / network + or equivalent experience good to have
  • MCSE (Microsoft Certified Systems Engineer) or equivalent experience is good to have.
  • Other Microsoft Certification(s) an asset.
  • Active Directory management, Windows OS, and Microsoft Office suite, must have.
  • Exchange.Outlook, Office 365 Administration, Skype for Business, Microsoft Teams, SharePoint, SCCM, Adobe Acrobat Reader, Juno VPN Client, Cirrato Printer Management, TeamViewer

Decision Making:

  • Determine the appropriate methods for troubleshooting user issues from multiple predetermined solutions.
  • Issues outside standard procedures are escalated to more senior levels.
  • Working Conditions:
  • Significant, if not majority, of time spent on the telephone communicating with customers; customers may vent their frustrations which may contribute to stress.
  • Occasional to frequent lifting of objects that are a moderate weight, 20 to 50 lbs.
  • Occasionally bending or crawling into confined spaces for computer set up, maintenance and removal.
  • Frequent interruptions and changing priorities.
  • Local travel may be required (up to 10% of the time)