Service Desk / IT Analyst, Global Techbar

Job Summary and Purpose

As a Global techbar IT Analyst, you will leverage advanced technologies and industry best practices to manage and resolve all assigned tickets, provide desktop support, manage IT assets, and contribute to project delivery. Your job is essential in ensuring seamless IT operations and exceptional Quality of Service. You will aim to resolve incidents and request tickets within 24 hours, maintain proactive follow-up with clients, and utilize cutting-edge tools and methodologies to enhance service efficiency and client satisfaction.

Team Description

The Global Techbar team provides top-notch technical support and customer service across all our corporate offices, including San Francisco. We have a strong presence in various regions, ensuring consistent and quality service delivery. Our team focuses on managing employee technology issues, enhancing customer relationships, and supporting various IT projects to maintain productivity and efficiency. This role is specifically for our San Francisco office, with our Head Office located in Toronto.

Accountabilities 

• Provide Multi-Channel IT Support - Deliver technical support through phone, self-service portals, chat, and walk-ins, ensuring a seamless and consistent customer experience.
• Manage IT Service Requests and Incidents - Log, track, and resolve service requests and incidents, ensuring accurate documentation in the ticketing system.
• Oversee IT Asset Lifecycle - Manage the entire lifecycle of IT assets, from procurement to disposal, using automated systems to ensure accurate tracking and reduce errors.
• Build and Maintain IT Equipment - Set up, test, deploy, and recover desktops, laptops, and peripherals to maintain a reliable IT infrastructure.
• Streamline User Account Management - Handle user setups, changes, and deactivations in Active Directory, Office 365, and other systems to ensure smooth onboarding and offboarding processes.
• Support Remote and Hybrid Work Environments - Manage virtual desktop infrastructure (VDI) and ensure seamless user experiences across different workspaces.
• Enhance Knowledge Sharing - Maintain and update internal and end-user knowledge bases, ensuring they are comprehensive, accurate, and accessible.
• Deliver Training and Empower Users - Conduct regular training sessions and workshops to enhance technical proficiency and reduce ticket demand by promoting self-service solutions.
• Promote Operational Excellence - Suggest improvements to the Techbar service, including physical space enhancements and self-service resources, to empower users to resolve common issues independently.
• Coordinate Desk Moves and IT Logistics - Plan and execute user desk moves using automated scheduling tools to minimize disruption and ensure efficiency.
• Foster Customer Relationships - Build strong relationships with staff to understand their needs and improve IT service delivery.
• Communicate Effectively - Report project and issue statuses clearly to stakeholders, ensuring alignment and transparency.

• Undergraduate degree or college diploma in Computer Science, Information Technology, or a related field.
• Relevant certifications such as ITIL, CompTIA A+, or Microsoft Certified: Modern Desktop Administrator Associate.
• Proven experience in software and hardware asset management, including the use of asset management tools and workflows.
• Proficiency in imaging software such as SCCM, Altiris, or similar tools.
• Experience with Microsoft Active Directory, O365 suite (Exchange Online, Teams, OneDrive, Intune, SharePoint Admin), mobile device management, VPN/network configurations, and various end-user software.
• Strong access management skills, including Active Directory and folder permissions.
• Solid experience with ITSM tools, preferably ServiceNow, for managing incidents, service requests, and change management.
• Advanced skills in Excel, including pivot tables, VLOOKUPs, charts, and data analytics.

The salary range for this position is $90,000 to $120,000.

US state/city legislation requires CPP investments to include a reasonable estimate of the compensation range for this role. The base salary range shown here is a reasonable expectation for the posted role and is part of a competitive total rewards package which includes comprehensive benefits, a performance-based incentive plan, a 401 (k) plan and paid time off. Actual salaries may vary and may be above or below the range based on various factors, including, but not limited to, experience and expertise.

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At CPP Investments, we are committed to diversity and equitable access to employment opportunities based on ability.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

We thank all applicants for their interest but will only contact candidates selected to advance in the hiring process.

Our Commitment to Inclusion and Diversity:

In addition to being dedicated to building a workforce that reflects diverse talent, we are committed to fostering an inclusive and accessible experience. If you require an accommodation for any part of the recruitment process (including alternate formats of materials, accessible meeting rooms, etc.), please let us know and we will work with you to meet your needs.

Disclaimer:

CPP Investments does not accept resumes from employment placement agencies, head-hunters or recruitment suppliers that are not in a formal contractual arrangement with us. Our recruitment supplier arrangements are restricted to specific hiring needs and do not include this or other web-site job postings. Any resume or other information received from a supplier not approved by CPP Investments to provide resumes to this posting or web-site will be considered unsolicited and will not be considered.  CPP Investments will not pay any referral, placement or other fee for the supply of such unsolicited resumes or information.