IT Support Analyst

Reporting to the Global IT Manager, we are seeking a detail-oriented, thorough, and organized IT Support Analyst to join our team. In this position, you will play a key role in providing support for all areas of IT for Redpath Mining Inc. You will update systems, troubleshoot problems, and provide hands‑on client support for IT issues within our organization.

Responsibilities

Health and Safety :

• Having the authority and responsibility to maintain a safe and efficient working environment
• Following Company health and safety standards and reporting any unsafe acts or conditions

General :

Ensure client systems, software, and mobile devices are up to date through system monitoring and regular upgrades

Utilize ticketing system (Service Now) for all support requests, incidents, and change requests.

Effectively track assets and software distribution

Monitor and maintain network and server assets

Assist with the design, implementation, and support of new software and features

Oversee troubleshooting for system errors

Provide technical support either by phone, remote access, or site visits as needed

Respond to IT issues, hardware maintenance, software, networking, etc.

Evaluate connectivity issues with equipment, and software

Set up equipment for new users

Perform data backups

Install and update network system improvements as needed

Provide client computer, asset tracking / deployment, network, antivirus, and application support.

The duties and responsibilities listed above are representative of the nature and level of work assigned and are not necessarily all inclusive

Working Conditions

Works in a comfortable indoor office environment

Physical Demands

Sitting for long periods of time

Frequent requirement to lift / handle material or equipment of a moderate weight

Occasionally required to move or lift light material or equipment

Regular need to give close attention to what is happening

Mental Demands

Mental effort to deal with multiple deadlines, accuracy, and multi‑tasking

Frequent contact with employees experiencing various issues outside of normal working hours

Providing maintenance after hours and on weekends as part of an oncall rotation

Effort

Operate computer, respond to inquiries, present information, read documentation, resolve conflicts, problem solve

Qualifications

Education

Required : College diploma in Business, Information Technology or related experience.

Preferred : University degree in Business, Information Technology or related experience.

ITIL, CompTIA A+, CompTIA Net+ certification, or related IT certification preferred.

Previous experience as a help desk technician, computer technician, or IT support.

Work Experience :

Required : 24+ months’ experience, possibly through co‑op placements.

Preferred : 4 years’ experience.

Computer Skills

Hardware & software pertaining to network configuration, business operations and security

MS Office, Microsoft Teams

SharePoint

E‑mail

VoIP & Teams Telephone Systems

Knowledge Required

Technical knowledge of existing network infrastructure and software policies

Exceptional technical documentation skills

Ability to present ideas in a user‑friendly language

Keen attention to detail

Proven analytical and problem‑solving abilities

Ability to configure networked printing and imaging devices

Ability to troubleshoot both hardware and software issues

Ability to prioritize and execute tasks in a high‑pressure environment

Ability to work independently and collaboratively

Excellent written and oral communication skills

Excellent interpersonal skills

Exceptional service orientation

Strongly self‑motivated and directed

Ability to work both independently and collaboratively

Additional Information

Occasional amount of domestic and international travel may be required.

#J-18808-Ljbffr