N-able Looking for Helpdesk Analyst, Intermediate at Ottawa, ON Full Time

Overview:
N-able is the leading global provider of complete IT management and Automation solutions for Managed Service Providers (MSPs). Our award-winning product suite includes the industry’s #1 RMM Service Automation Platform and has a proven track record of helping MSPs standardize and automate the setup and delivery of IT services to achieve true scalability. We are passionate that the MSPs who use our products everyday should be excited about them. That’s why we put our users first in everything we do and strive to deliver powerful functionality while making their jobs easier.

N-able is searching for a Help Desk Analyst with strong proficiency in customer service, technical support, and executive level support skills. You will provide IT support to N-able employees in your primary location as well as supporting our globally based employees. You will fulfill incoming service request submitted by users, as well as respond to service incidents to meet SLA targets.

Responsibilities:
Provide day-to-day desktop support for internal customers.

Support for all desktop technology devices including desktops, laptops, cell phone, mobile devices, printing, wireless networking etc.

Real-time ticket entry by utilizing, monitoring, and managing our ticketing system. Follow up with users to ensure problems were resolved successfully.

Document related issues to maintain an IT knowledgebase.

Setup, configure, image, re-image company PCs, tablets, and mobile devices.

Troubleshoot hardware and software problems.

Manage user accounts for active directory and other applications.

Other duties as assigned by management.

Qualifications:
Excellent verbal and written communication skills

Exceptional interpersonal skills

Experience supporting all levels of an organization from entry level to executive

Ability and willingness to learn new technologies · Hard working, self-motivated, and able to think critically

Able to quickly evaluate a situation and provide appropriate solutions in a timely fashion.

Able to handle high volume workload in a fast-paced environment

Effective organization and time management skills

Ability to work independently and in a team environment

2+ years supporting desktop O.S. (Windows and macOS)

2+ years supporting productivity suites (Office Pro, Office 365)

2+ years ITIL based Service Management solution (Jira, ServiceNow, Remedy)

2+ years hardware troubleshooting (desktops, laptops, printers) Preferred Qualifications

2+ years directly supporting organizational leadership (Directors, VPs, C-Suite Execs)

2+ years working with Azure AD / Intune

Degree in MIS, IT, information systems, or related major

Perks, stock-purchase program & other great stuff

We’re serious about success—yours included. We offer the advantages and benefits you’d expect, like competitive pay; medical, dental, and employee assistance programs. We also provide a stock-purchase program that could definitely enhance your lifestyle. And you’ll be able to enjoy company paid lunches twice a week at our amazing new collaboration space, as well as informal gatherings outside of work. As part of the N-able crew, you’ll have every chance to love where you work, while maintaining a great balance – learn more about The Way We Work.

Our Commitment

At N-Able, our goal is to continuously foster an environment of belonging built on learning from, and sharing perspectives with, one another. With a People-focused mindset, we strive for equality in the way we attract talent, the way we develop our people, and ultimately, the way we celebrate one another. N-Able encourages qualified individuals to apply for intriguing opportunities regardless of race, gender, sexual orientation, disability status, religion, ethnicity, national origin, and all other dynamic facets that make us different.

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