Service Desk Analyst
Simfront Simulation Systems Corporation
Service Desk Analyst
Información del empleo
Tipo de empleo
- Full-time
Turno y horario
- Weekends as needed
- On call
Descripción completa del empleo
About Calian
At Calian, we help organizations overcome obstacles, manage risks, and drive progress. Since 1982, we’ve grown from a small consulting firm into a trusted global company across defence, space, health, nuclear energy, public safety, and government.
We create innovative solutions that tackle complex challenges and help organizations and communities stay resilient, informed, and connected. If you’re driven by purpose and energized by solving real-world challenges, we want you on our team.
Job Type: Full Time
Position Overview
As an IS Service Desk Technician Tier 1, you will be the first point of contact for end-users seeking technical assistance. Your primary responsibility is to provide excellent customer service by resolving IS-related issues promptly and efficiently. You’ll work closely with other IS team members to ensure smooth operations and user satisfaction.
This is a hybrid position with 3 office days.
Responsibilities
- User Support:
- Provide one-on-one end-user support and problem resolution via telephone, email, and other communication channels.
- Diagnose and troubleshoot hardware, software, and network-related issues.
- Assist users with login problems, password resets, and account management.
- Hardware and Software Maintenance:
- Perform in-person, on-site repairs of PC desktop hardware, printers, and other peripherals.
- Install, configure, troubleshoot and update software applications on user devices.
- Ensure proper functioning of workstations, laptops, and mobile devices.
- Network and Connectivity:
- Resolve minor network issues (e.g., LAN access) and escalate complex network problems to higher tiers.
- Assist users with connectivity issues, including Wi-Fi and VPN setup.
- Documentation and Knowledge Base:
- Maintain accurate records of user requests, incidents, and resolutions.
- Contribute to the knowledge base by documenting common issues and solutions.
- Customer Service:
- Communicate effectively with end-users, demonstrating patience and empathy.
- Manage user expectations and provide timely updates on issue resolution.
- Security Awareness:
- Educate users on security best practices, including password hygiene, phishing awareness and cyber awareness training.
- Report any security incidents promptly to higher tiers.
- Collaboration:
- Collaborate with other IS teams to escalate complex issues and ensure timely resolution.
- Participate in team meetings and contribute to process improvements.
- Ability to travel, work evenings & weekends
- Ability to participate in after-hours on-call support
Perform other duties as assigned
Qualifications
- Education: Associate degree or equivalent experience in information technology or related field
- Experience: Relevant work experience in a help desk or technical support role.
- Certifications: Industry certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate) are a plus.
- Skills:
Strong problem-solving abilities.
Excellent communication skills.
Familiarity with Windows and macOS operating systems.
Basic knowledge of networking concepts.
User-focused mindset.
We welcome applications from candidates at early stages of their IT careers, including recent graduates, career switchers, and those returning to the workforce. If you meet some — but not all — of the qualifications below, we encourage you to apply.
Compensation
$55,000 – $68,000
Vacancy
We have 1 available position
We have 1 available position
At Calian, we do not use Artificial Intelligence (AI) to screen or evaluate candidates. AI tools may support backend administrative tasks, but they do not influence hiring decisions. All evaluations and decisions are made by real people on our recruitment team and hiring managers. All applicants are reviewed and only those chosen for an interview will be contacted by our recruiting team.