Helpdesk Analyst

WhiteWater makes products, but we are a service business at our heart, which means we are a people business. In this way, we excel and create value for our clients by listening to their needs, collaborating to develop solutions, problem-solving and attending to the details. Our culture, as you would expect, reflects these traits. We are a diverse group of experts, from creative designers to talented engineers. Whatever expertise we bring from all over the world, we listen and learn from each other because we are aligned with a clearly understood purpose. Together, we create fun for families globally.

Interested in starting an exciting career with WhiteWater? Apply today!

Position Helpdesk Analyst

Shift Full-time, 40 hours per week

Department Information Technology (IT)

Location Richmond, B.C

Reports to Manager, IT Operations & HelpDesk Support

Purpose:

Responsible for delivery of IT and Helpdesk administration and support. The Helpdesk Analyst has a key role in supporting the smooth flow of the IT department by providing technical assistance to end users, helping with troubleshooting and improving the work environment for all employees with a customer service approach. The Helpdesk Analyst will be a self-starter with the ability to work independently and as part of a team.

Essential Responsibilities:

• Provide level-one support for desktop hardware, software and communication devices. Investigate faults, user problems and other requests for support and take the most appropriate actions in order to reach a satisfactory and timely resolution.
• Monitor all user problems and system faults, identifying trends and patterns and make recommendations to relevant IT staff, covering both technology and internal processes.
• Ensure that all work is carried out and documented in accordance with existing standards, methods and procedures.
• Use any opportunity to inform and educate users on best practices regarding existing technology, and create educational and support materials.
• Research and seek software updates, settings, configuration, known issues, and new solutions to aid in problem resolution.
• Participate in various projects as assigned.
• Continuous improvement of self.
• Respect for people with communication, consideration and cooperation.

Qualifications and Experience:

• Undergraduate degree, with preference for Computer Science, Computer Engineering or BCIT diploma.
• Minimum 1 year of experience in a similar position, preferably in the helpdesk.
• Microsoft Certification designation or equivalent experience.
• Proficiency in Microsoft Office.
• Must be legally allowed to work in Canada.

Competencies, Skills & Abilities:

• Proactive, hands-on attitude with a willingness to do whatever it takes to get the job done.
• A keen eye for details.
• Strong analytical skills and ability to research technical solutions.
• Contributor to a positive and results-oriented team environment.
• Curious, with the desire to understand and learn.
• Maintains confidentiality.
• Good time management, organization and priority-defining skills.
• Exceptional ability to develop and maintain effective internal and external working relationships with all levels of the organization.
• Exceptional ability to listen, communicate (written and oral) and collaborate.
• Able to meet tight deadlines in a fast-paced, fun and professional environment.
• Ability to work independently and as a team, self-starter and energetic.

WhiteWater Competencies:

• Accountability - We do what we say
• Collaboration - We work well together
• Customer Focus - We know and respond to our customers
• Communication - We listen to and understand each other
• Authenticity - We are honest and trust each other
• Resilience - We deal effectively with pressure, are persistent and optimistic
• Flexibility & Adaptability - We are willing and able to respond to changing circumstances

WhiteWater is proud to be an equal-opportunity employer. We celebrate the diversity of all employees and applicants and are strongly committed to creating an inclusive environment for everyone.

We thank all the candidates who take the time and energy to apply. Given the volume of applications, it makes responding personally to each applicant difficult, but please know we are grateful for your interest. We look forward to connecting with you through this search or future ones. All the best in your job search.