HELPDESK ANALYST / Milton Hydro

HELPDESK ANALYST

WHO WE ARE

Milton Hydro is on the threshold of an exciting transformation. The energy sector is experiencing dynamic change and opening doors for exciting new career opportunities.

Milton Hydro’s Vision is progressive and forward-looking – creating new customer and community possibilities for a smart, sustainable and electrified future. Our focus is on being customer-centric, where all employees work towards enhancing the customer experience.

WHY YOU WANT TO WORK HERE

We care about our employees, our community and growing our businesses. You are not just a number as we get to know the person behind the name and appreciate each individual’s unique contribution that supports our successes.

Our focus is on delivering a sustainable, electrified future for our customers and community, through collaborative leadership and innovative solutions. Our belief system is based on respect, teamwork, communication and excellence in everything we do.

POSITION SUMMARY

The Help Desk Analyst provides technical support and assistance to end-users within the organization.  The incumbent with use a customer-centred approach to resolve IT related issues to ensure that users can effectively and efficiently perform their work tasks consistent with business requirements.

 The Help Desk Analyst will manage and track reported incidents in the ticketing system and prioritize issues based on severity and impact, ensuring the timely resolution of issues.  They will provide guidance and training to end users to promote a positive user experience and contribute to the overall efficiency of the organization’s IT operations.

KEY DUTIES

• Serve as the first point of contact for end-users to respond to inquiries, troubleshoot technical issues and provide solutions.
• Analyze and diagnose reported problems to determine the root cause and work to resolve issues in a timely fashion.
• Record and maintain documentation of reported issues and resolutions utilizing the help desk ticketing system. Prioritize and categorize issues based on severity and impact.
• Communicate technical information in a clear and understandable manner to non-technical users.
• Ensure a positive and professional customer service experience for all stakeholders.
• Perform routine maintenance tasks on servers including updates, application of patches and system checks.
• Monitor server performance and address issues to ensure optimal functionality.
• Implement and manage backup solutions for servers.
• Set up new hardware for employees and ensure all necessary software, security configurations and access permissions are in place.
• Provide guidance and training to end-users during the set-up process and with respect to best practices, preventative measures and self-help resources.
• Install and configure standard software applications required by the organization.
• Update the knowledge base with new solutions and troubleshooting procedures.
• Maintain documentation for hardware and server configurations, changes and issue resolutions.
• Generate reports on server performance, incidents and maintenance activities.
• Collaborate with other IT teams and departments to escalate and resolve issues that require specialized expertise.
• Identify patterns and trends in reported issues to propose improvements in systems, processes or user training.

SKILLS & ABILITIES

• Intermediate MS Office skills, MS SharePoint and Teams
• Intermediate skills utilizing MS SharePoint, Teams and Office 365 applications
• Advanced communication skills with the ability to explain technical concepts to non-technical users
• Strong customer service orientation and the ability to actively listen to user issues and extract relevant information
• Proficiency in using IT service management tools for issue tracking and resolution
• Ability to analyze and diagnose technical issues effectively
• Ability to maintain detailed and accurate records of support issues
• Ability to prioritize tasks based on urgency and impact on the business
• Basic root cause analysis skills to support issue resolution
• Ability to manage time effectively, particularly in high pressure situations

KNOWLEDGE

• Basic knowledge of computer hardware components, peripherals and troubleshooting
• Basic knowledge of networking concepts, IP addressing and connectivity issues
• Familiarity with common business applications, office suites and industry specific software
• Basic knowledge of operating systems (Windows, Windows Server, Linux)
• Basic knowledge of programming (C#, PERL, HTML)

EXPERIENCE AND EDUCATION

• Post-secondary diploma in Information Technology, Computer Science, Business or related field
• Prior experience in an IT support role

WHAT WE OFFER:

• Competitive wages;
• Comprehensive Benefit Package (including: Health & Dental Benefits, Health & Wellness Spending Account, Employee Family Assistance Program and OMERS Pension plan);
• An on-site Fitness Center available to employees;
• Opportunities for development and growth within the company.

APPLY TODAY!

Candidates interested in this position are invited to apply in confidence, by completing their application through the Milton Hydro Career Center by end of business day, Friday July 19^th 2024.  Please attach your resume and cover letter in .docx or .pdf format.

Career Center URL: https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=4c0592a0-eed8-437d-8879-5b12a2bafd8a&ccId=19000101_000001&lang=en_CA

Milton Hydro is an equal opportunity employer and is committed to providing a recruitment process that respects the dignity and independence of all candidates. Should you require accommodation at any stage in the recruitment, assessment or selection process please email hr@miltonhydro.com. We thank all applicants for their interest in Milton Hydro Distribution Inc., however, only those selected for an interview will be contacted.