IT Support Analyst

Job Description

We are seeking a IT Support Analyst to join our team in Toronto, ON. Reporting to the Manager of IT Support, the IT Support Analyst will be responsible for providing Tier I & II support in a multi-faceted role handling both frontline Service Desk support and customer service, along with Tier I & II end user equipment support, troubleshooting, maintenance, and repair. This technical role will be required to work closely with Senior and C-Level executives and be able to effectively work and communicate with their peers or leaders in other geographically separated locations.

The IT Support Analyst will:

• Act as a point of contact for phone calls, emails, and Help Desk tickets from staff regarding IT issues and inquiries
• Receive, log and manage all Help Desk channels from internal staff via telephone, email, or Manage Engine Service Desk application
• Maintain an Asset Database and track changes for user hardware, software, and special/custom configurations
• Provide 1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as Mobility devices, PCs or laptops, and Printers
• Troubleshoot basic network issues and manage standard patch cabling or wireless access point devices
• Triage and/or escalate tickets to the Infrastructure/System Administrator support team where more advanced technical skillsets or access permissions are required
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• Maintain a high degree of customer service for all support queries and adhere to all service management principles, while also providing white-glove specialized service to Senior Executives when required
• Provide basic in-house training in desktop applications used within the organization (Office 365, Adobe etc.)
• Publish support documentation to assist staff with requests for information & provide staff training if required
• Active Directory and Office365 administration knowledge. Creating user accounts, reset passwords, create groups, set up new users, etc.
• Order, build and/or deploy computer hardware such as desktops, laptops, docking stations, multiple monitor setups, including profile/data transfer from old equipment to new, and managing imaging tools or software to efficiently deploy new hardware to a fast-growing organization.
• Support of External Clients onsite within their own networks, tenants, domains, hardware, software, and other general IT support needs as required
• Arrange for external technical support where problems cannot be resolved in house
• Participate in on-call rotation for after hours support as scheduled

To be successful as aIT Support Analyst with People Corporation, you will need:

• Excellent communication skills in person, written (email), and verbal (telephone).
• Demonstrate an understanding of the needs of the customer and focus on anticipating, meeting, and exceeding those needs.
• Use time and resources effectively to achieve desired results. Have determination in the face of obstacles to set and meet challenging targets and deliver the required results.
• Experience documenting new and existing processes to achieve standardization/modernization.
• Demonstrate a high level of accountability, reliability, adaptability, and innovation in accomplishing day to day work and long-term goals.
• Foster open communication, listen to others, and value all opinions.
• Act in a respectful manner to influence an outcome, impact, or effect.
• Readily share information, knowledge, and personal strengths.
• Seek to understand and build on differing perspectives of others to enhance team efficiency and quality outcomes.

All-star candidates will have:

• 3 years previous IT Service Desk and/or Technical Call Centre experience required
• Incident Management experience – Managing incidents including business expectations and communication, as well as documenting resolution and providing other related incident closure notes.
• Experience in administering Security Groups, Active Directory, Office365 in a Microsoft-based office environment, whether legacy/on-premise or cloud-based.
• A car + valid driver's license as the role involves frequent travel to various job sites, and reliable transportation is essential.
• Strong knowledge of Microsoft based operating systems with emphasis on Windows and Office applications plus Android/iOS device and software support
• Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation)
• Ability to lift up to 30 lbs (computer equipment) as needed
• ITIL, CompTIA, ITSM, or A+ certification or experience considered an asset
• French language skills also considered an asset, particularly with French-computing experience or multi-language operating systems.

What's in it for you:

• Learn by working alongside our experts
• Extended health care and dental benefits
• A retirement savings plan with company contributions
• A suite of Health & Wellness offerings
• Mental Health programs and support for you and your family
• Assistance for the completion of industry designations
• Competitive compensation

At People Corporation we are committed to helping businesses succeed. We are a national provider of benefits, retirement, wealth, wellness, and human resource solutions. Our experts and solutions serve over 20,000 clients representing nearly 3 million Canadians. We offer customized solutions designed to fit the unique needs of businesses and their employees, members and stakeholders.

Providing an inclusive, accessible environment, where all employees and clients feel valued, respected and supported is something we're committed to. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee has the opportunity to reach their potential.