PURPOSE OF THE POSITION
Matawa First Nations provides various programs and advisory services to the communities. Due to significant growth in recent years, Matawa has implemented various information technology systems and tools to support the programs and growth of the organization. The purpose of the “IT Helpdesk Analyst” position is to ensure Matawa’s corporate systems are effectively and efficiently supported and managed.
SCOPE
IT Helpdesk Analyst will provide services to all end users, contractors and other third parties who may need access to the Matawa corporate network and its systems. This position will ensure that there is enough capacity within the Information Technology team to support and manage the systems without compromising service levels, confidentiality, availability and integrity of corporate information. This position requires the successful candidate to have a valid driver’s licence. The successful candidate would have to provide proof that s/he has a valid driver’s licence upon being hired.
RESPONSIBILITIES
1. Provide first line response for users requiring assistance with information technology issues and problems.
2. Respond to requests for technical assistance by phone, email, and in-person.
3. Track incidents using the IT Helpdesk System (SpiceWorks).
4. Track issues to resolution updating the internal knowledgebase.
5. Perform password resets.
6. Support personal computers, tablets, smart phones, network equipment and common user applications.
7. Monitor and escalate alerts from Antivirus systems.
8. Support and maintain user accounts including rights, permissions and systems groups.
9. Escalate complex problems to the Manager, IT Services.
10. Quickly and accurately determine incident scope and impact.
11. Follow up on tickets at pre-defined intervals until resolved.
12. Act as a first point of contact for end user support.
13. Actively work with various vendors engaged by Matawa.
14. Perform other related duties as required
15. Must possess a valid Ontario Driver’s Licence
KNOWLEDGE, SKILLS AND ABILITIES
Knowledge
The incumbent must have the following:
• A post-secondary degree or diploma in information technology or computer science; or equivalent;
• A minimum of 1 year experience in a technical support position
• Familiarity with SpiceWorks (IT Helpdesk Application) will be considered an asset
• Solid understanding of the following:
Windows 8 and later
Windows Server 2012 and later
VMware 5.5 and later
Redhat Linux
SonicWall (and related products)
Mac OS X
Microsoft Office Products (Word, Excel, PowerPoint, Publisher, and Outlook)
• Knowledge of Network Basics
• Proficiency in Active Directory
• Strong knowledge of TCP/IP network configuration, security, and remote access management;
• Understanding of the design, configuration and support related to local area networks, security aspects, wired and wireless routers and printers;
• Knowledge of VPN Basics (Virtual Private Networks)
• Knowledge of Android based phones, and iPhones
• Some exposure to Web Servers and related products will be considered an asset.
Skills
The incumbent must demonstrate the following skills:
• Excellent Communication, Written and Verbal Skills
• Strong Customer Service Skills
• Excellent Problem Solving Skills
• MCSE and A+ Certifications would be an asset
Personal Attributes
The incumbent must maintain strict confidentiality in performing the duties. The incumbent must also demonstrate the following personal attributes:
• Quick Learner
• Self-Starter
