Technical Support Analyst

SUMMARY

The Technical Support Analyst is responsible for providing technical assistance and support to end users, ensuring prompt resolution of a wide range of requests including hardware, software, printing and networking issues. In addition, the incumbent is expected to test and deploy new hardware and software as part of an ad-hoc request or as part of a major project. The Technical Support Analyst will action assigned tickets ensuring they are closed in a timely manner to meet SLAs.

KEY DUTIES & RESPONSIBILITIES

Desktop Support

• Provides desktop support to all end users ensuring computers and installed software operate seamlessly with diverse systems including associated validation systems, file servers, email servers, applications servers, etc. Support calls range from general PC and software questions to resolution of technical operating systems and hardware issues.
• Administers support requests via the IT ticket tracking system. Logs status information and resolution details. Responds to and resolves issues within the assigned completion date.
• Sets up, configures, supports, and maintains mobile devices (Android/iPhone/Tablets).

Problem determination and Solutioning

• Analyzes, assesses, and diagnoses issues and defects by asking probing questions through to troubleshooting and resolution. Issues may be operating system/hardware/software/network/application/virus/server related.
• Identifies solutions for continuous improvement of system processes and procedures including the effective operation of desktop hardware and software changes and upgrades. This includes testing of computer systems and peripherals within established standards and guidelines before deployment.
• Resolves all network-related problems such as network login issues, machine connectivity issues, etc. Collaborate with the IT team to escalate and address complex problems.

Application Maintenance, Policies and Documentation

• Assists with project hardware pilots, merger and acquisition activities and provides hardware setups when requested.
• Completes the tracking of assets (laptops/mobile devices) within the IT ticket tracking system in a timely manner.
• Adheres to IT policies and procedures.

Other

• Maintains knowledge of technology innovations and trends.
• Other duties as assigned.

KNOWLEDGE & SKILLS

• 2+ years of experience in a desktop support, IT support, or comparable role.
• Highly developed troubleshooting/problem solving skills.
• Experienced supporting a wide range of applications, hardware and software.
• In depth knowledge of the latest Windows operating systems.
• In depth knowledge supporting Windows applications (Word, Excel, Outlook, Teams, Internet Explorer/Edge, .
• Comprehensive knowledge of local and wide area networking (. TCP/IP, DHCP, DNS, VPN, .
• Hands-on experience administering Microsoft 365.
• Hands-on experience administering device endpoint management tools (. SCCM, InTune).
• Knowledge of Microsoft Active Directory and/or Entra ID.
• Knowledge of Windows Autopilot.
• Knowledge of security practices and tools.
• Knowledge of Microsoft Azure and/or AWS is nice to have.
• Knowledge of macOS is nice to have.
• Motivated and technical individual with experience in many aspects of Information Technology.
• Ability to work effectively under pressure and manage multiple, concurrent, and conflicting priorities and deadlines.
• Ability to work independently with minimal supervision and in a team environment.
• Excellent customer service skills.

Licenses and/or Professional Accreditation

• Microsoft Azure or 365 certifications (asset)
• CompTIA certifications (A+, Network+, Security+, (asset)

This is a regular, full-time position with a salary range of $45,968 - $57,461 per annum. The starting salary will be based on the successful candidate’s competencies, including but not limited to experience, education, professional designations and performance related to this role.

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