IT Help Desk Analyst,

Location: Scarborough, ON, Canada
Date Posted: 01-10-2018
JOB DESCRIPTION – IT Help Desk Analyst, Scarborough, Ontario
Employment: Full-Time Permanent
Department: Global IT
Reports To: Director of IT

About this role …
Excited about troubleshooting systems, network and operating malfunctions through innovative solutions?
Want to develop your IT career and share your superior technical knowledge and skills with others?
Do you seek an exciting and fast-paced opportunity where global customer satisfaction is a top priority?
What you’ll do …
  • Support business operations by handling all first-level help desk issues pertaining to client operating systems, network, hardware, PC imaging and repairing
  • Provide impeccable customer service to all incoming inquiries and resolve them in a timely and professional manner
  • Analyze technical issues to determine the main root cause and provide recommendations to prevent recurring issues
  • Accurately document and log concise details of all incoming inquiries, procedures and steps taken in troubleshooting the issues
  •  Leverage and partner with external vendors for system update implementation and hardware procurement
  •  Learn and master new advances in technologies and become a subject-matter expert to advocate new platform features, adoption of new products, upgrades and changes to configuration for better business operations
  •  Partner with the IT team to support and lead on projects at times
What you’ll bring …
  • Up to 2 years of experience in systems, hardware or in a similar role (customer service experience is an asset)
  • Experience ideally should include troubleshooting client operating systems and networks, PC imaging and repairing, user onboarding and offboarding, project management and hardware procurement
  • University degree in Computer Sciences, Information Technology, Business Technology Management or any related field is required (certification in Microsoft MCSE is an asset)
  • Strong knowledge of server administration (Windows or Linux), Active Directory, DNS, DHCP, E-Mail, HTTP, SSL, TCP/IP Protocols and PC environments and proven abilities in PC repairing, troubleshooting, deployment and liquidation (SAP experience is an asset)
  • Solid business acumen with proven abilities to analyze and resolve concerns in a fast-paced environment
  • Strong people skills with demonstrated ability to provide impeccable customer service, be personable and resolve issues in a professional manner
  • Polished professional presentation with well-developed communication and interpersonal skills
  • Excellent time management and organization skills with a strong sense of urgency
  • Indisputable integrity as well as credibility and demonstrated ability to influence and motivate others
  • Strong work ethic with proven ability to adapt to changing priorities with a positive attitude
  • Mature analytical and evidence-based decision-making style
  • Entrepreneurial spirit with an appreciation for design, trends and housewares
What we offer …
A fast-paced, mind-blowing work experience like no other.  Umbra is a place where innovative minds thrive and make things happen. We value our unique work space, our global mindset and our distinct design-centric entrepreneurial culture.
We offer all permanent full-time associates competitive base compensation and incentive plans, group benefit coverage and RSP programs, as well as more exciting things like continuous learning opportunities, a generous employee product discount, recognition galore, an on-site gourmet café to treat yourself, and full gym facilities to work it off after. Overall, a pretty great place to work! 
How to apply …
If this grabs your attention, send your resume to, referencing “IT Help Desk Analyst” in the subject line.
We are Umbra …
Innovative Modern Original Casual Driven Global Connected
Spiritedly Competent Opportunity
World Leaders Collaborative
We share a vision of creating original, modern, casual and affordable design for every room in the home.  We are a privately owned, Canadian company with over 35 years of industry experience. Led by one of our founders, our designs can be found in over 120 countries across five continents. Our global success is attributed to our entrepreneurial nature and a desire to push ourselves, and each other, beyond our limits
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