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IT Service Analyst

Company: Flynn Canada Ltd. 
Location: Vancouver 

About Flynn

Here at Flynn you will have the opportunity to work for a growing company, to provide an extraordinary customer service and technical support experience to our internal customers. We give you the chance to work in a technologically challenging and fast-paced environment, to enhance your abilities while pushing your limits. Join a team that works closely together to solve problems and enjoy excellent benefits; a commitment to work/life balance, funded training plans and the ability to be recognized for your talents.

For over 40 years, we have enjoyed steady growth and success by providing quality contracting services and design assistance to ensure long-term performance and customer satisfaction. As a contractor, Flynn plays a key role in blending architectural visions with practical detailing to ensure quality, functional and high-performance roof and wall systems. As an employer, we take pride in providing the best for our people. Our people are our greatest asset and the reason behind the success we are continuously achieving. We are also proud to say that we have reached a Platinum status as being one of Canada’s Best Managed Companies for 15 years in a row!

Our Team

IT Service Analyst to work from our Surrey, BC location, reporting to the IT Helpdesk Manager.

A collaborative team of high performing individuals working together to provide technology service and support to our internal customers while maintaining a high level of quality and customer service.

Responsibilities

  • Respond to telephone calls, e-mails, and other requests for technical support
  • Focus on customer service and demonstrate courteous and professional behavior
  • Ability to manage and prioritize multiple tickets and tasks in a fast-paced environment
  • Demonstrate a consistent sense of urgency and follow-up on open issues to ensure a satisfactory and timely resolution is achieved as defined within the Service Level Agreement
  • Prompt escalation of issues to appropriate teams and subject matter experts
  • Ensure that all support requests are appropriately logged, tracked, and monitored in the ticketing system
  • Ensure the ongoing protection and integrity of the IT systems
  • Provide troubleshooting and technical analysis of all end user facing computers, peripherals, software, telephony, and other issues as raised in the service tickets
  • Evaluate, recommend and implement solutions based on troubleshooting efforts
  • Identify and contribute to opportunities to improve and automate processes
  • Maintain and update inventory and receipts on all computer equipment
  • Must be available to work rotating schedules which include evenings, and some weekends and holidays

Technical Skills Include:

  • Proven analytical and problem-solving abilities
  • Knowledge of computer hardware, troubleshooting network issues, Active Directory, Exchange, software troubleshooting and installation, network multifunction printers, telephony, audio/visual equipment, and mobile phone configuration
  • Proficient with Windows 10, Server, and mobile device operating systems
  • Experience with client-side application and software support such as Microsoft 365 Apps for Enterprise, manufacturing and engineering software (i.e. AutoDesk, BlueBeam), various collaboration solutions such as MS Teams app and Room System. Familiarity with MS Dynamics SL and SAP SuccessFactors an asset.
  • Provide advanced troubleshooting for various types of service requests, incidents, and problems
  • General knowledge of a range of diagnostic and logging tools
  • Develop methods and best practices for delivering outstanding service, as well as participate in knowledge sharing through the creation of knowledge base articles
  • Write-up of end user walk-through/how-to documentation for all technologies supported by the IT team
  • Technical writing to document processes and procedures for systems supported by the IT team
  • Ability to package various applications for deployment using InTune, SCCM, and other deployment tools
  • Knowledge of deploying desktops using MDT
  • Knowledge of managing devices using SCCM and Intune an asset
  • Knowledge of managing the distribution of updates using WSUS an asset
  • Knowledge of PowerShell for configuration management and creation of scripts to automate tasks

Education and other required Skills

  • Degree or diploma in Computer Science/Networking or equivalent
  • 3+ years related work experience
  • Microsoft or other industry certifications considered an asset
  • A self-starter, a passion for IT, with exceptional customer service skills
  • Proven analytical and problem-solving skills
  • Exceptional written and oral skills
  • Exceptional interpersonal skills
  • Willing to speak up and share ideas with the team
  • Willing to question the status quo
  • Be able to give and take criticism
  • Ability to work in a dynamic team environment and independently

 

Flynn Group of Companies is the leading trade contractor in North America that works on virtually every aspect of a building’s outer layer, including roofing, glazing, waterproofing, and architectural metals. The foundation of our award winning success is having the right people on our team. 

 

Thanks to the contributions of the most talented team in the market and a collaborative, supportive culture, Flynn has steadily grown since 1978, and continues to do so. We understand the importance of and prioritize the growth of our people too, offering many learning & development and career opportunities.

To apply to any of our current roles, please visit https://jobs.flynncompanies.com.

For more information about the Flynn Family, Flynn University and career opportunities, please visit www.flynncompanies.com. 

 

At Flynn, it's not just a job, it's a career. 

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