IT Support Analyst

We are currently seeking a full-time contract IT Support Analyst to join our team.

As an IT Support Analyst, you will be a key contributor to the configuration, documentation, optimization, and support of RPIA’s IT infrastructure and technology components.

Reporting to the Manager, IT Support, you will be responsible for delivering prompt, effective day-to-day support, accurately identifying and resolving issues, and ensuring client satisfaction remains a top priority.

The duties and responsibilities of the IT Support Analyst include but are not limited to :

• Incident Management : Performs controlled incident resolution, including prioritization and escalation, while collaborating with business and technology partners as needed.
• System and Application Support : Maintains and services applications and systems to meet or exceed established availability standards, minimizing operational risk.
• Environment Stability : Enhances production environment stability by setting up, maintaining, and monitoring applications and systems to meet availability targets.
• Client Support : Provides timely and accurate issue resolution, with a focus on delivering high-quality, client-centered support.
• Quality Assurance : Delivers effective, defect-free support for applications, software, and operations. Researches system issues and opportunities, recommends changes, and oversees implementation while maintaining thorough documentation.
• Lifecycle Monitoring : Monitors system lifecycles, ensuring specifications and functionality align with business objectives and architectural decisions.

Redesigns and redevelops as necessary.

• Performance Optimization : Assesses and analyzes opportunities to improve performance and resource utilization in the operational environment.
• Process Compliance : Adheres to established processes, standards, and guidelines, including business technology architecture, risk management, and production capacity.

Plans, monitors, and escalates issues as required.

Disaster and Recovery Planning : Supports disaster recovery and business continuity plans, including defining, reviewing, and testing plans.

Critical Competencies

Technical Knowledge Strong technical knowledge of IT infrastructure, including network architecture, server management, and software applications.

Proficient in troubleshooting and resolving complex technical issues across various platforms.

• Communication An excellent communicator with a firm command of written, verbal, and interpersonal skills necessary to present complex technical information to non-financial stakeholders.
• Organization & Planning A natural analytical problem solver who can independently determine and modify priorities to meet business requirements.
• Attention to Detail Exceptional organizational skills and meticulous attention to detail, ensuring accuracy in all tasks undertaken.
• Operational Excellence Must have strong knowledge of ethical standards, due diligence, quality assurance and control principles with the confidence to uphold RPIA's control and service standards.
• Integrity and Brand Promotion A positive professional who upholds the values of the firm, and understands the importance of maintaining / protecting sensitive, confidential information.
• Teamwork Strong aptitude to motivate team members and encourage a thriving, team-first culture. Brings a spirit of collaboration with the ability to maintain strong working relationships with peers and leaders within the organization.

Requirements

• University degree in Information Technology or a related field;
• Minimum of three (3) years of experience in system administration and user support;
• Previous experience with Windows OS, Office, Microsoft 365 administration;
• Previous experience with Azure Cloud technology;
• Knowledge of ITIL processes and experience in planning and executing Disaster Recovery (DR) testing;
• Previous experience with Mobile Device Management (MDM) Platforms;
• Knowledge of financial markets, particularly fixed-income products, is considered an asset.

Additional Information

• Position Type : Full-Time Temporary Contract (12 months)
• Working Hours : 7am - 3pm EST
• Work Location : Toronto
• To learn more about life at RPIA, visit https : / / rpia.ca /
• Read our firm’s magazine, Voices of RPIA : https : / / online.flippingbook.com / view / 102868306 /

RPIA is proud to be Great Place to Work Certified™. What sets us apart?

• Exceptional single and family benefits package that includes health, dental and vision insurance plus additional Health Care Spending and Wellness credits.
• Homewood Health Employee and Family Assistance Program to support mental wellbeing and extends to all family members in your household.
• Opportunities for professional and personal growth through :
• Cross-functional Mentorship Program
• Internally curated Leadership Skills training program
• Community outreach opportunities organized through our volunteer-led Allyship and Social committees.

RPIA is an Equal Opportunity Employer

We believe in the power of diversity of thought, and we aspire to have an inclusive workplace that mirrors the fabric of our community.

We strongly encourage applications regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.

We are committed to providing an accessible and equitable application and hiring process and will make accommodations should you require it at any point.

We encourage you to connect with us at [email protected] if you require accommodation during the recruitment process.

Our culture is defined by our five core values : excellence, partnership, transparency, integrity, and community. Our clients often say the outstanding service we deliver is as important to them as the returns we achieve for them.

With over 100 employees and $12 billion under management for a broad investor base of institutions and private clients, we proudly remain privately owned by employees who invest alongside our clients.