What We Do
RL Canning Inc. is a global provider of information technology consulting and managed services. We deliver innovative IT services that offer our customers the flexibility to meet unique business needs and the opportunity to transform and perform through services. Our people, and their capabilities, make a difference and share a passion for excellence and commitment to the customer experience.

Our Mission
Make a difference to our customers with our people, a dedicated team that shares a passion for excellence and commitment to our mission and values.

About the Role
The Helpdesk Support Analyst is responsible for coordinating, processing, and resolving incidents and requests related to supporting technology products, infrastructure, business processes, and enterprise services via phone and remote support.

Responsibilities

• Provide end-users with phone support, in addition, to walk-in end-users first-level support.
• Should expect to take about 30 – 40 calls daily.
• Responsible for answering and logging calls and documenting tickets with the proper notes through client ticketing systems.
• Answering, logging, and tracking issues/requests as received.
• Evaluate the severity of the customer’s issue or request.
• Attempt to solve problems over the phone whenever possible and practical.
• Assign calls to appropriate individual(s) or queue based on information gathered.
• Follow-up with the customer to confirm that: issues have been resolved in a satisfactory manner or communicate what action(s) have been taken to reach a resolution.
• Required escalating the ticket to the correct resolver group and evaluating the severity to determine the priority.
• Must have good troubleshooting skills and understand how to ask questions to access the issue and resolve the problem.
• Other duties as assigned.

Required Qualifications

• Strong technical aptitude in hardware, software (Windows 7, 8, and MAC), and peripherals.
• Strong ability to analyze and resolve complex problems independently, and quickly, and function in a fast-paced environment.
• Must have experience utilizing remote tools.
• Must be able to work within a high-pressure environment with a high call volume.
• Ability to change and update Knowledge Base Articles.
• Must have A+ Certification.
• Must have 1+ more years of Service Desk experience.
• Must have COVID-19 Vaccination and Booster

Who We Are
For over 20 years, we’ve worked with customers from Fortune 1000 companies to Government organizations. What we have learned through this experience is that our customers appreciate our innovative solutions, adaptable services model, and our collaborative approach. We offer a wide range of services and have a broad base of capabilities including, but not limited to the following:

• Digital Transformation
• IT Service Desk/End User Support
• Configuration Management
• IT Asset Lifecycle Management
• Site Support Services
• Project Management

Why Join Us?
We offer a positive and supportive working environment, and full benefits including Medical, Dental, Vision, 401K, Life Insurance, short-term disability, and long-term disability, along with six paid holidays, paid time off, and more.

** RL Canning is an Equal Opportunity Employer. All applicants will be afforded equal opportunity without discrimination because of race, color, religion, sex, marital status, national origin or ancestry, age, physical or mental handicap unrelated to ability, or an unfavorable discharge from military service.

** We are not offering visa sponsorships for this position due to resource requirements.