ICT Systems Support Analyst

The ICT Systems Support Analyst reports to the ICT Senior Systems Support Analyst, and the primary role is to is to ensure the Company’s staff at site and IT systems and computing environments are managed and maintained effectively and efficiently to provide maximum service availability and security. The ICT Systems Support Analyst also assists with providing support to users, desktops, laptops, printers, mobile devices, and common software applications used across all business units.

The specifics:

• Ensure maximum availability, performance, and reliability of IT systems throughout Northern Star in compliance with the Information Technology Policy.
• Evaluate business processes and procedures and identify opportunities for technology improvements.
• Hands on management of IT and communication system operations to include connectivity issues, installing and maintaining equipment, monitoring and reporting operational status, backups and disaster recovery.
• Provision and support IT systems including desktop and server applications, hosted applications, databases, network, telephone, and IT security systems.
• Advise Northern Star staff and contractors on IT security best practices and ensure compliance with the Information Technology Policy.
• Maintain up to date monitoring dashboards, and hardware and software registers.
• Monitor the IT Service Desk and ensure that support incidents are dealt with in a timely manner, and support incidents are escalated to IT management when required.
• Ensure that decommissioned equipment is secured, and data is destroyed as per the Data Management Standard.
• Ensure that passwords for network and security equipment and applications are maintained in the IT password management system.
• Work with site operational managers to ensure that Operational Technology systems comply with the Operational Technology Policy.
• Maintain, and test backup and disaster recovery plans.
• Ensure compliance with the Company’s policies and procedures.
• Assist and provide end user and IT system support as required.
• Other duties as required.

• Degree majoring in computer studies from a recognised tertiary institution or demonstrated equivalent work experience.
• Minimum 3 years of experience supporting IT system infrastructure
• Excellent troubleshooting skills in a variety of information and communication systems.
• Microsoft and VMware certifications or demonstrated equivalent work experience in large multi-site network environments is desirable.
• Excellent communication, interpersonal, and customer service skills.
• Current Driver’s License.
• Be able to pass a background check and post-offer physical.

Desired Experience & Competencies

• Experience implementing, operating, and supporting large multi-site IT environments, including Windows Server, SCCM, SQL, Active Directory, backups and disaster recovery, Terminal Services, VMware, Office 365, Azure, and security services.
• ITIL certification and or experience working within an ITIL framework.
• Some knowledge and experience in supporting network systems (Cisco routing and switching, wireless connectivity, firewalls, VOIP, VPN, and network monitoring tools) is desirable.
• Demonstrated ability to maintain or exceed best industry practice in implementing and supporting IT systems.
• Able to effectively prioritise and execute tasks in a high-pressure environment to deliver results.
• Demonstrates initiative to recommend new solutions to improve performance or reliability, reduce costs, or increase security.
• High level of integrity, professionalism, confidentiality, and attention to detail.
• Flexibility to adapt to improved procedures and practices.
• Awareness of the Mine Safety and Health Administration (MSHA) Act & Regulations

Working a 21 day on, 14 day off rotating schedule up to 11.5 hours a day or more at a remote campsite. Extreme conditions, including but not limited to extreme and changing weather conditions, dust, mud, varying levels of noise, varying degrees of light and dark, in and around artificial light and in a confined work area.