systems technical support analyst

Education

• College, CEGEP or other non-university certificate or diploma from a program of 1 year to 2 years
• or equivalent experience

Asset languages

• Spanish; Castilian

Work setting

• Help desk
• Private company, corporation or industry
• Information technology (IT) infrastructure

Tasks

• Give access to computer networks
• Report on the performance of computer systems and networks
• Respond to users experiencing difficulties with computer
• Consult user guides, technical manuals and other documents to research and implement solutions
• Provide advice and training to users in response to identified difficulties
• Collect, organize and maintain a problems and solutions log for use by other technical support analysts
• Provide business systems, network and Internet support to users in response to identified difficulties
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software
• Provide customer service
• Manage incidents
• Confer with clients to identify requirements

Supervision

• No supervision responsibility

Certificates, licences, memberships, and courses

• Cisco certified network associate
• Citrix certified professional (CCP)
• CompTIA Security+ Certification
• Information technology infrastructure library (ITIL) Certification
• Microsoft Certified Solutions Associate (MCSA)
• Microsoft certified IT professional (MCITP)
• Microsoft certified professional (MCP)
• Microsoft certified solutions associate (MCSA)
• Microsoft certified technology specialist (MCTS)
• Network+ Certification
• VMware certified professional
• Information Systems Professional (ISP)
• Microsoft Certified Systems Engineer (MCSE)
• A+ Certification
• Certified Cloud Security Professional (CCSP)

Computer and technology knowledge

• Information Technology Infrastructure Library (ITIL)
• Networking software
• Networking hardware
• Networking security
• Servers
• Desktop applications
• File management software
• Mail server software
• Desktop publishing software
• MS Active Directory
• MS Office
• MS Windows
• Spreadsheet
• TCP / IP
• Wireless networks
• Virtualization
• Firewall

Area of work experience

• Information technology (IT) service delivery

Security and safety

• Criminal record check

Transportation / travel information

• Own transportation
• Willing to travel
• Travel expenses paid by employer

Work conditions and physical capabilities

• Fast-paced environment
• Work under pressure
• Tight deadlines
• Repetitive tasks
• Attention to detail
• Sitting
• Combination of sitting, standing, walking
• Bending, crouching, kneeling
• Ability to work independently

Own tools / equipment

• Cellular phone

Personal suitability

• Accurate
• Client focus
• Efficient interpersonal skills
• Excellent oral communication
• Excellent written communication
• Initiative
• Judgement
• Organized
• Team player
• Ability to multitask
• Time management
• Honesty
• Flexibility
• Analytical
• Proactive

Experience

• 3 years to less than 5 years

Workplace information

• Hybrid

Health benefits

• Dental plan
• Disability benefits
• Health care plan
• Vision care benefits

Financial benefits

• Bonus
• Group insurance benefits

Long term benefits

• Maternity and parental benefits

Other benefits

• Free parking available
• Learning / training paid by employer
• Other benefits
• Team building opportunities
• Travel insurance