System Support Analyst

About the CompanyRechochem is a company that values technical skills, communication, and providing excellent IT support services to its employees.About the RoleThe ideal candidate will provide first line IT support response, prioritize incidents and service requests, log IT incidents, and assist in IT equipment maintenance and repair.ResponsibilitiesProvide first line IT support response and assist in problem resolution.Treat and prioritize all incidents and service requests.Log all IT incidents and IT service requests in the ServiceDesk.Respond in a timely manner to service requests and incidents from staff members or company clients.Complete IT onboarding, offboarding, and other workflows.Install and remove IT equipment.Maintain the log of equipment given out on loan (loaners).Arrange equipment repair for laptops, computers, and monitor the status.Obtain quotes for PC hardware, software, and miscellaneous equipment for user requirements.Order replacement components for broken equipment or upgrade purposes.Image computers, prepare mobile phones.Keep an up-to-date inventory of software and hardware within the organization.Assist Infrastructure and Applications teams if requested.Document and maintain technical specifications for Work Instructions, Standard Operating Procedures, etc.Provide technical support beyond normal office hours on a rotation basis if needed.Respond to urgent incidents by mobile phone and be available for on-site support when required.Occasional travelling and work in company plants may be required.QualificationsA DEC in Computer Science or related field is preferred, or an equivalent work experience.3 to 5 years of experience.Any MICROSOFT, CISCO, CompTIA A+ certifications or similar will be an asset.ITIL certification or a good knowledge of ITIL processes is an asset.Sound knowledge of PC, mobile, OT devices, and Network standards.Good knowledge of MS Windows, MS Office, and other office applications.Sound knowledge of Enterprise AV solutions and patching endpoint solutions.ITSM solutions.Sound knowledge of IP phones (Cisco or softphones) and managing printers using print servers.Good knowledge of O365 products (Teams, SharePoint, OneDrive).Able to think out of the box for non-standard requests.Excellent customer service and communication skills, both verbal and written.Team player.Bilingual (English and French).