Service Desk Analyst I

Reporting to the Chief Information Officer, the Service Desk Analyst I will act as an initial point of contact for IT Services and will record, triage, escalate, or resolve user service and incident requests. This role will be responsible for maintaining accurate records in the IT asset and request tracking system. The Service Desk Analyst I will work closely with other members of the Service Desk team to promote ticketing and asset management procedures with the goal of delivering high quality services and support to CNC stakeholders in a timely manner.

Responsibilities will include but are not limited to:
• Provide preliminary investigation, troubleshooting, and diagnosis of user issues.
• Record, resolve, and escalate tickets to appropriate technicians based on responsibility matrix and escalation guidelines.
• Follow procedures to create and deploy desktop images based on provided requirements.
• Create knowledgebase articles documenting resolution procedures for common issues that are later reviewed for quality.
• Validate asset details and asset ownership in the asset system as part of user interactions.
• Order, recover, prepare for redeployment, and distribute assets based on procedures.
• Perform inventory verification activities following a pre-set schedule or plan.
• Perform recycling or disposal of assets that have reached end-of-life or have been determined to no longer provide value to the College.
• Produce reports and performs analysis to aid in asset management.
• Communicate IT initiatives and service interruptions to the College community via email and other channels
• Maintain software licensing database.
• Maintain system documentation.
• Assist with the setup, troubleshooting, and collection of audio/visual equipment for short events and long-term installations.
• Assist with installation and troubleshooting of analog and digital phone and video conferencing systems.
• Enterprise systems user account management activities, such as setting up user accounts and passwords, and retrieving user information.
• Execute test plans for new hardware and software systems to ensure functionality meets specifications.
• Participate in IT projects to ensure that goals, objectives, and stakeholder commitments are met.
• Follow best practices on the setup and configuration of applications.
• Troubleshoot simple network issues using tools such as nslookup, ping, tracert, and ipconfig.
• Configure DNS and DHCP settings on end-user devices.
• Perform pre-defined maintenance actions on Identity and Access Management technology infrastructure.
• You will be part of a team actively engaged in contributing to and accomplishing the vision, mission, and goals of the College and in supporting the aspirations and needs of our learners.
• You will promote a positive work atmosphere by interacting and communicating in a professional manner that demonstrates mutual respect with students and colleagues.
• Perform other related duties as assigned.

• Recognized two (2 ) year diploma in Computer Information Systems, Information Technology, Electronics Engineering or equivalent.
• Minimum of six months current experience working with IT support services performing user issue resolution, service request fulfilment, and user device management.

• Experience in post-secondary education or the public sector is preferred
• Experience using ticketing and knowledgebase systems to provide updates and solutions to service requests
• Ability to provide advice and training resources to end-users in a professional manner
• Experience with an IT Framework such as ITIL (Information Technology Infrastructure Library)
• Experience with PXE (Preboot Execution Environment) and Microsoft Intune image provisioning and management
• Ability to test newly implemented solutions and provide constructive feedback
• Understanding of hardware lifecycles in an enterprise environment
• Ability to make decisions on your teams' behalf while working with other groups inside and outside the College
• Ability to investigate and record operational requirements and problems
• Ability to read and execute basic shell scripts such as batch files and PowerShell to automate administrative tasks
• Ability to install and work with a variety of telephony and A/V cables (CAT6, RJ45, HDMI, USB, etc.)
• Ability to manage VoIP and video conferencing systems in an enterprise environment
• Experience with the use and configuration of drive encryption tools such as BitLocker
• Understanding of information legislation, such as the Freedom of Information and Protection of Privacy Act (FIPPA) and the Personal Information Protection Act (PIPA)
• Understanding of network concepts and terminology like connections, sessions, sockets, packets, IP address assignment, gateways, and DNS
• Understanding of signal switching, device casting, and RF/IR transmission technologies
• Understanding of cabling requirements and limitations
• Demonstrated commitment to service excellence and teamwork
• Ability to work effectively and cooperatively with a diverse group of individuals or departments
• Excellent communication skills, both written and verbal