Information Technology-Help Desk Analyst

Our IT Help Desk is growing and we’re excited to be welcoming a new team member.  Key responsibilities for this role will be providing exceptional first and second line support for the scientific and administrative residents of Perimeter Institute.  Working with cutting edge technology and supported by the Manager, Infrastructure and Desktop Services, you will ensure that everyone at PI is operating with efficient and effective desktop applications and systems.  As a valuable team member you may also be called upon to lend your skills toward quality assurance testing as well as audio/visual, phone, or security system support where needed.

 Major Duties and Responsibilities

  • Provide first and second-level support for Perimeter scientists and admin staff
    • Support computer systems, email, tablets, smartphones, VOIP phones, printers, virtual machines, servers, digital signage, networks, application software and other office devices/systems
    • Set up and deploy smartphones, respond to billing inquiries, and escalating issues where required
    • Act as a liaison with third-party vendors to resolve issues
    • Prioritize, monitor and triage user requests to appropriate departments/personnel
    • Performing further extensive diagnosing and resolving of complex issues
    • Working proactively to eliminate common issues
    • Documenting solutions to issues
    • Work closely with team members on larger projects
  • Support efficient desktop computer systems and applications by
    • Creating, installing, and maintaining Microsoft Windows and Linux servers
    • Ensuring that all systems are fully patched
    • Creation and updating user accounts in Active Directory, Google Apps, Windows and Linux servers
    • Keeping up to date on Perimeter’s application software
    • Providing training sessions for users as necessary
    • Maintaining asset management
  • Identify and implement improvements to help desk processes
  • Travelling offsite to repair internet, phone, and cable issues at apartments
  • Communicate effectively with the IT Team and Management to ensure appropriate information sharing
  • Other related duties as required.

Knowledge, Skills & Education Required

  • Post-secondary degree (University or College) in computer science or equivalent field
  • 0-3 years of help desk experience; new graduates are welcome to apply
  • Excellent verbal and written communications skills
  • Ability to work with various types of users and explain technical details to non-technical individuals
  • Experience with Apple, and Microsoft operating systems
  • Familiarity with common application software (Microsoft Office, Adobe products)
  • Familiarity with computer networking fundamentals
  • Ability to diagnose software, hardware and network issues
  • Ability to work under pressure
  • Knowledge of current hardware and new computing technologies
  • Ability to learn and support new operating systems and application software

We encourage all qualified candidates to APPLY before March 25, 2019 and are pleased to offer a dynamic team-oriented work environment and highly competitive total compensation package, including salary, benefits, pension and work life balance and culture.  Please note the salary for this role has been determined to fall within the range of $35,000-$40,000 commensurate with the level of experience offered.

Perimeter Institute is committed to diversity within its community and especially welcomes applications from racialized persons/persons of colour, women, Indigenous/Aboriginal People of North America, persons with disabilities, LGBTQ2 persons, and others who may contribute to the further diversification of ideas. Applicants who require special accommodation in order to complete their application/interview are encouraged to contact peopleandculture@perimeterinstitute.ca for assistance.