IT Systems Analyst I

This is a fully remote position, open to applicants in Canada.

📋 Description

• Deliver mid-level technical assistance and support to VC3 clients.

• Act as a point of escalation for Service Desk teams requiring advanced technical expertise.

• Execute diagnostic programs, identify issues, and determine and implement solutions within a moderate support scope.

• Guide and support junior technicians.

• Manage escalated service requests, incidents, and change requests promptly.

• Educate VC3 clients on technical standards, processes, hardware, and software.

• Troubleshoot customer line-of-business applications, web browsers, Microsoft Office, network connectivity, DHCP, DNS, wireless networks, VPN, RDS, Citrix, and operating systems for servers, desktops, and laptops.

• Carry out virus/malware removal, virtual server resource adjustments, and AD/365/application password resets.

• Identify recurring issues and initiate problem tickets.

• Suggest enhancements to supported hardware and software.

• Collaborate with vendors, third parties, and client subject matter experts during troubleshooting.

• Keep precise timesheets and detailed notes on troubleshooting and client communications.

• Escalate complex issues to Tier 3 or relevant teams.

• Review tickets with the Team Lead and take part in team meetings and huddles.

• Create and update documentation.

• Respond to incoming Service Desk phone calls and chats.

• Attend monthly training sessions and team meetings.

• Participate in the on-call rotation, approximately one week every 3–4 months.

• Perform additional responsibilities as required.

⛳️ Requirements

• Consistently meet KPI goals in Service Technician I or II roles.

• A minimum of 2 years of relevant technical experience is required OR 6 months of experience in Service Technician I or II roles at VC3.

• Microsoft 365 or Azure certification is highly preferred.

• At least 2 years of relevant IT experience in fully supporting and building customer environments.

• At least 2 years of experience managing and working with Windows Server, Microsoft/Office 365, Active Directory, GPOs, Virus and Security, TCP/IP, DHCP, and DNS.

• At least 2 years of experience with virtualization technologies, including Hyper-V and VMWare.

• Strong problem-solving and decision-making skills; ability to understand and analyze complex issues.

• Self-motivated, detail-oriented, highly organized, and capable of efficiently managing various tasks and responsibilities with a high level of quality.

• Must pass criminal and Department of Motor Vehicles background checks.

• May need to comply with CJIS requirements after employment.

🏝️ Benefits

• Minimal travel is anticipated, though some may be necessary.

• The selected applicant will undergo a criminal and Department of Motor Vehicles background check and may need to meet Criminal Justice Information Systems (CJIS) requirements post-employment.

• VC3 provides a comprehensive benefits package and 401K/RRSP company matching.

• Numerous opportunities for career advancement.

• A dynamic learning environment featuring hands-on experiences and formal development programs.

• Continuous learning opportunities.