User Support Analyst 

Employer

MindBridge Analytics

Languages

English

Education

Bachelor's degree

Tasks

• Give access to computer networks
• Respond to users experiencing difficulties with computer
• Consult user guides, technical manuals and other documents to research and implement solutions
• Provide advice and training to users in response to identified difficulties
• Collect, organize and maintain a problems and solutions log for use by other technical support analysts
• Participate in the redesign of applications and other software
• Provide business systems, network and Internet support to users in response to identified difficulties
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software
• Provide customer service
• Manage incidents
• Troubleshoot and resolve technical problems
• Resolve product and service related problems

Supervision

No supervision responsibility

Computer and technology knowledge

• Android
• Information Technology Infrastructure Library (ITIL)
• Jira
• Intranet
• Internet
• Desktop applications
• File management software
• Security software
• Presentation software
• Communication software
• Python
• Zendesk
• MS Office
• MS Windows
• Data manipulation and analysis
• Data analysis and interpretation
• Enterprise resource planning (ERP) software

Area of work experience

• Process troubleshooting
• Consulting
• Auditing

Area of specialization

Accounting and financial services

Security and safety

• Secret clearance
• Criminal record check

Transportation/travel information

• Own transportation
• Willing to travel

Work conditions and physical capabilities

• Fast-paced environment
• Work under pressure
• Tight deadlines
• Attention to detail
• Sitting

Own tools/equipment

• Internet access
• Cellular phone

Personal suitability

• Accurate
• Client focus
• Efficient interpersonal skills
• Excellent oral communication
• Excellent written communication
• Initiative
• Judgement
• Organized
• Team player
• Ability to multitask
• Time management
• Honesty

Screening questions

• Are you currently legally able to work in Canada?
• Do you have previous experience in this field of employment?
• Do you have the necessary equipment for remote work (i.e. internet, home office, etc.)?
• What is the highest level of study you have completed?

Experience

3 years to less than 5 years

Workplace information

Remote

Health benefits

• Dental plan
• Disability benefits
• Health care plan
• Paramedical services coverage
• Vision care benefits

Financial benefits

• Bonus
• Registered Retirement Savings Plan (RRSP)

Long term benefits

Maternity and parental benefits

Other benefits

• Learning/training paid by employer
• Paid time off (volunteering or personal days)
• Team building opportunities
• Wellness program

Support for persons with disabilities

• Provides physical accessibility accommodations (for example: ramps, elevators, etc.)
• Applies accessible and inclusive recruitment policies that accommodate persons with disabilities

Support for Indigenous people

Provides cultural competency training and/or awareness training to all employees to create a welcoming work environment for Indigenous workers

Support for mature workers

Applies hiring policies that discourage age discrimination

Supports for visible minorities

• Applies hiring policies that discourage discrimination against members of visible minorities (for example: anonymizing the hiring process, etc.)
• Provides diversity and cross-cultural training to create a welcoming work environment for members of visible minorities