Job Description

The Service Desk Analyst is accountable to the Service DeskTeam Lead for providing exemplary customer support to the business for all IT related issues, incidents, and problems. They will be expected to provide expert-level technical expertise and support for the entire Microsoft 365 suite of products including Office 365, SharePoint Online, OneDrive, Teams, Intune Company Portal, Windows Autopilot, Azure Active Directory, Azure Identity Protection, Azure MFA, etc. They will also assist with user onboarding/offboarding, monthly patching, mobile device and end-points Management. 

Qualifications

1. SERVICE DESK SUPPORT ​​​​​​​Serve as a backup and escalation point for the Service Desk Analyst.  Log all issues, incidents, and problems into the IT ticketing. Provide support for the organizations ERP and related systems such as Yardi, Entrata, Propidex, Argus, myHR, etc.  Provide support for the entire Microsoft 365 suite of products including Office 365, SharePoint Online, OneDrive, Teams, Intune Company Portal, Windows Autopilot, Azure Active Directory, Azure Identity Protection, Azure MFA, etc. Escalates complex problems/issues to Manager, Service Desk or other appropriate teams to facilitate a timely solution to the identified problems/ issues.  Ensure service level agreement targets are met and interactions are positive.
2. DEVELOPMENT AND DOCUMENTATION OF IT PROCESS, GUIDES, AND PROCEDURES Assist in developing and maintaining of all IT documentation, process, guides, and walkthrough material including infrastructure and configuration documentation, disaster recovery plans, user training documentation, etc.
3. ASSET MANAGEMENT AND ADMINISTRATION Administer, maintain, and log all assets into the asset management system including Mobile Devices, PC, Printers, network equipment, etc.
4. COLLABORATION WITH OTHER IT SERVICE DELIVERY LEADS Collaborate with other IT Service Delivery Leads for activities such as incident management, problem management and root cause analysis.  As well collaborate with other IT delivery leads and assist with security, disaster recovery, patching of devices and software, and network upgrades as required.
5. AFTER HOURS SUPPORT Will occasionally be required to take after-hours emergency support calls and adhere to the after-hours rotation schedule.
6. OPERATIONAL TECHNOLOGY Travel as needed to remote office locations to set-up equipment, upgrade hardware/software, troubleshoot, problem-solve and participate in the acquisition and disposition of site, and offices.

SKILLS, KNOWLEDGE, EXPERIENCE AND EDUCATION

• College diploma in relevant field (e.g. Computer Sciences) or equivalent
• A+ Certification
• Office 365 Certifications, particularly Managing MS TEAMS, office 365 fundamentals, Managing Modern Desktops
• 5 years of relevant experience performing a Service Desk role within a 24/7 call centre
• General computer hardware technical skills and a good understanding of networking and TCP/IP protocols, MS-Windows 10 and MS-Office 365 (Excel, Word, PowerPoint)
• 3 years of experience in supporting mobile devices including iOS and Androids
• 3 years of experience in Windows endpoints imaging and trouble shooting
• Travelling is required

CORE COMPETENCIES

• Excellent interpersonal, communication and relationship skills
• Customer Service focused
• Enthusiastic about learning emerging technologies
• Strong documentation skills
• Sound problem solving skills
• Positive attitude with commitment to service delivery success
• Demonstrated team player

ADDITIONAL REQUIREMENTS

• Experience in troubleshooting and issues resolution of a Microsoft desktop environment is an asset.

• Demonstrated success in the delivery of high-quality service to 800-1000 end users is an asset.

Additional Information

WHY YOU SHOULD JOIN MORGUARD

At Morguard, our employees are our greatest investment. We make people our priority and strive to create a culture of respect, health and safety, and equal opportunity to support employees to meet their goals.

When you join Morguard, you join a strong and committed team and will have access to:

• Employer Provided Medical Insurance Options
• Excellent culture that supports a work-life balance with time off for Summer Hours, Vacation, Personal, Sick Leave, and Paid Holidays
• Education Reimbursement Program
• Dollar for dollar matching 401k Savings Plan with immediate vesting

BRING YOUR LEADERSHIP SKILLS TO MORGUARD!

Come be a part of a motivated, skilled team that has an excellent reputation in the industry. All job offers are subject to a pre-employment drug test and criminal and credit background check. Qualified candidates will be asked to provide (2) references including a previous direct report.

*Morguard is an equal opportunity employer

+This job description is intended to describe the nature and level of work being performed by individuals assigned to this position. It is not an exhaustive list of all responsibilities required of the job. Job descriptions may also be rewritten periodically to reflect any changes in the position’s duties.

__Morguard is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

PRIVACY