Technical Support Analyst (Help Desk)

About the Role :

The Technical Support Analyst provides first level technical service and support for technology users at the corporate office, customer centre and field staff.

This role provides installation, maintenance, testing and facility acceptance of new and existing information technology products and services, including account creations, terminations and end user security installations, connectivity and configurations, as well as coordinating with vendor and second level support on the resolution of issues.

Responsibilities Include :

Provide technical support for Desktop and Mobile Productivity Tools, including O applications, SaaS solutions, and current Windows operating systems.

Support both local and remote users in resolving technical issues and ensuring optimal end user connectivity.

• Take ownership of security patches and updates for operating systems and applications on workstations.
• Develop, maintain, and update a comprehensive systems support knowledge base documentation for the supported systems. This includes documenting hardware and software inventory, troubleshooting steps, and best practices for issue resolution.
• Write and implement scripts to automate tasks, streamline processes, and improve efficiency in providing technical support.

Continuously explore opportunities to leverage automation tools and technologies to enhance support capabilities.

Collaborate with cross-functional teams to identify opportunities for improving end user experience, system performance, and operational efficiency.

Actively participate in projects related to technology upgrades, system integrations, and process enhancements.

Respond to escalations and critical incidents, ensuring timely resolution and effective communication with stakeholders.

Act as a point of contact for complex technical issues, providing guidance and expertise to resolve them.

• Occasionally attend to issues at the datacenter and provide access to scheduled vendor maintenance services.
• Adhering and implementing security best practices to improve organizational posture.
• Contribute to the development of IT policies and process thus enhancing IT governance of systems throughout the organization.
• Perform other duties as assigned by management, contributing to the overall success of the technology team and the organization

A great candidate for this position will have :

• years' of relevant experience in providing technical support for desktop and mobile productivity tools, web-based applications, and operating systems.
• Strong knowledge and experience in supporting O applications, including SharePoint.
• Familiarity with Cloud and SaaS-based applications and their integration with desktop and mobile devices.
• Experience in facilitating technology rollouts, including hardware, mobile devices, services and workstation configurations.
• Ability to develop, maintain, and update systems support knowledge base documentation.
• Strong problem-solving and troubleshooting skills for both local and remote users.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and stakeholders.
• Commitment to providing exceptional customer service.
• Post-secondary diploma or certificate from a technical college, or a Bachelor's degree in Computer Science and MCSE.
25 days ago