Help Desk Analyst

The Coulson Group of Companies has been in business for 63 years. The company was founded in 1960 in Port Alberni, BC, and has evolved from what was once a small logging company into a large conglomerate of companies working in a variety of industries, including aviation, manufacturing, dining, and gaming.

This position will support all of Coulson Group of Companies, which includes Coulson Aircrane, Coulson Aviation USA, Coulson Aviation Australia, and Rim Rock Casino.

WHAT WE’RE LOOKING FOR:

The Help Desk Analyst's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostics and help request tracking tools, as well as require that the individual give in-person, hands on help at the desktop level.

This position will be located in Port Alberni, BC.

Duties and Responsibilities:

• Evaluate documented resolutions and analyze trends for ways to prevent future problems.

Operational Management

• Field incoming help requests from end users via both telephone and e-mail using helpdesk software(
Zendesk).

• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.

• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.

• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

• Apply diagnostic utilities to aid in troubleshooting.

• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

• Identify and learn appropriate software and hardware used and supported by the organization.

• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

• Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

• Test fixes to ensure problem has been adequately resolved.

• Perform post-resolution follow-ups to help requests.

• Develop help sheets and frequently asked questions lists for end users.

• Develops a good understanding of the organization’s goals and objectives.

Requirements:

• College diploma in Computer Science/Information Technology

• 2 years computer related experience.

• Experience working with Active Directory - Windows Server 2016, 2019, Zendesk, Microsoft M356 Admin, Exchange, Corridor.

• Exceptional written and oral communication skills.

• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.

• Ability to conduct research into a wide range of computing issues as required.

• Ability to absorb and retain information quickly.

• Ability to present ideas in user-friendly language.

• Highly self motivated and directed.

• Keen attention to detail.

• Proven analytical and problem-solving abilities.

• Ability to effectively prioritize and execute tasks in a high-pressure environment.

• Exceptional customer service orientation.

• Experience working in a team-oriented, collaborative environment.

This position will pay up to $28/hour with access to employer paid extended health benefits and a registered pension plan.

About the company

Family owned and operated, The Coulson Group of companies began in 1960 with forestry, expanded into aviation in 1985, then lumber manufacturing in 1989. The Coulson Group of Companies was chosen as Ernst & Young Entrepreneur of the Year in 2004.

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