IT Service Desk Analyst

When technology works, nobody notices. When it doesn't, you're the person everyone wants on speed dial.

We're looking for an IT Service Desk Analyst who thrives on solving problems, delivering exceptional customer experiences, and keeping people productive when technology gets in the way. You'll be the trusted first point of contact for our users, turning frustrations into solutions and ensuring every interaction leaves a positive impression.

This isn't just about resetting passwords and logging tickets. It's about being the face of IT, building trust, and making a genuine impact across Stratco.

Responsibilities

• Manage and resolve helpdesk requests in a timely and effective manner
• Troubleshoot network, hardware, software, printer, mobile device, etc. issues
• Maintain asset records and relevant documentation
• Provide high level support to various industry and custom applications
• Apply change, problem, and release management principles
• Develop checklists for typical problems, recommend procedures and controls for prevention
• Provide end user support to all Stratco sites nationally and internationally, with some travel required
• Collaborate with team members, other business areas, and projects as required
• Strictly adhere to our critical safety rules and contribute to a safe working environment

Qualifications

• Experience in an IT Service Desk, Helpdesk, Desktop Support, or similar technical support role
• Applicable qualifications in an IT related discipline
• Passion for delivering outstanding customer service and building professional relationships at all levels
• Highly developed time management, problem solving and communication skills
• Experience configuring and administering Microsoft 365, Microsoft Server products including Active Directory and Exchange
• Knowledge of WAN/LAN, IP networking, DHCP/DNS and general network principals
• Knowledge of Windows desktop and server environments from current to previous generations
• ITIL certification desirable

Benefits

• Holistic Wellness & Mental Health Support
• 24/7 Employee Assistance Program (EAP) for team members and family
• Flexible Working Arrangements
• Team Member Discounts
• Professional Development & Career Growth opportunities
• Competitive Remuneration
• Positive Workplace Culture & Inclusion