Technical Support Analyst

Technical Support Analyst

Support Centre, 67 Alexdon Road, Unit A, North York, Ontario, Canada Req #1246 Friday, August 16, 2024

Who We Are

Talize is a proudly Canadian owned and operated for-profit thrift retailer. At Talize, we aspire to challenge boundaries and make fashion sustainable, unique, and affordable we recognize the importance of shopping sustainably.

We’re passionate about sustainable fashion because we know we’re helping the planet at the same time as providing our customers with amazing value! That means offering unbeatable prices on brand names, designer fashions, accessories, leather goods, footwear, housewares, book, toys and more all while contributing to the health and sustainability of our planet.

At Talize, you'll be serving the community by helping them lead a more sustainable lifestyle. A place with unlimited opportunities to learn and grow while unleashing your highest potential each day.

You'll be part of a people and customer first culture; a workplace that is fun, fast paced, collaborative, diverse and inclusive.

We provide a productive work environment, where every perspective is valued. Talize also takes a holistic approach for providing great benefits and rewarding employees.

Who You Are

The ideal candidate is proactive, agile, and business savvy individual who is committed to getting better everyday. You are a passionate influencer with strong communication skills, who is open to giving and receiving feedback.

You are customer-centric with an ability to act as a mentor amongst your peers. Of course, you also deliver consistent results by aligning yourself with Talize’s values.

The Role

The Helpdesk Analyst will report to the Manager, IT Security and Infrastructure and will aid the Help Desk department with various support related tasks.

This could include preparing new computers, relocating equipment and handling day-to-day tasks, calls and support tickets.

Duties and Responsibilities

Departmental Duties

• Assist in providing day-to-day IT support across all company branches
• IT Onboarding and off-boarding of employees
• Maintain accurate IT hardware and software inventory
• Troubleshooting IT equipment (Cell Phone, VOIP, laptops / desktops, AV) or software
• Ensuring requests and issues are resolved in a timely manner with great customer satisfaction by providing the best solution for our employees
• Other IT operational tasks, projects and change initiatives as assigned
• Consult user guides, technical manuals and other documents to research and implement solutions
• Reproduce, diagnose and resolve technical problems encountered by users
• Provide advice and training to users in response to identified difficulties
• Provide business systems, network and Internet support to users in response to identified difficulties
• Collect, organize and maintain a problems and solutions log for use by other technical support analysts
• Participate in the redesign of applications and other software

Core Competencies

• Communication : effective verbal and written communication skills are crucial for conveying ideas, collaborating with colleagues, and presenting information clearly.
• Adaptability : the ability to quickly adjust to changing circumstances and embrace new technologies, processes, or methods.
• Problem Solving : the capacity to identify challenges, analyze them, and develop practical solutions.
• Time Management : efficiently managing one's own time and tasks to meet deadlines and goals.
• Teamwork : collaborating with others, valuing diversity of perspectives, and contributing to group success.
• Technical Proficiency : proficiency in the necessary tools, software, and equipment relevant to the individual's role.
• Critical Thinking : the ability to evaluate information and make informed decisions based on evidence and logic.
• Self-Motivation : taking initiative and being proactive in pursuing personal and professional development.
• Emotional Intelligence : understanding and managing one's emotions and effectively relating to others in the workplace.
• Ethical and Professional Behavior : demonstrating integrity, honesty, and professionalism in all interactions.

Education, Experience and Requirements

• College diploma or university degree in Computer Science
• Minimum 3 years of work experience working in a similar position is a must.
• One or more of the following certifications are good to have :
• CompTIA A+
• Network +
• Microsoft Certified
• ITIL
• Post-secondary studies in network technology, information technology, computer science (3rd or 4th year) is required.
• Good knowledge of Windows and MacOS operating systems as well as Microsoft Office applications
• Good knowledge of PC hardware, printers / scanners and audio / visual equipment
• Working knowledge of Active Directory as well as Azure AD administration
• Ability to install Windows applications
• Document problems and resolutions
• Demonstrated hardware / software / network and VPN troubleshooting skills
• Ability to lift computer related equipment
• Excellent communication and inter-personal skills
• Customer service focus technically oriented while maintaining the ability to positively interact with nontechnical clients
• Nice to have : Retail / POS experience
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Good written, oral, and interpersonal communication skills.
• Ability to conduct research into IT security issues and products as required.
• Ability to present ideas in business-friendly and user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Team-oriented and skilled in working within a collaborative environment.

Physical Requirements and work environment :

• 40-hour on-site (temporarily hybrid) work week with on-call rotation.
• Travel to Company’s stores and other locations as required.
• Sitting for extended periods of time.
• Sufficient dexterity of hands and fingers to efficiently operate a computer keyboard, mouse, and other computer components.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.
• Comfortable with handling tools to troubleshoot and repair it equipment or network wiring.

Number of vacancies : 1

Pay Range : $27-$30 per hour

Work Location : 67 Alexdon Road, Unit A, North York, M3J 2B5

Talize is an equal opportunity employer and is committed to fostering an inclusive and accessible environment, where all Team Members and customers feel valued, respected, and supported.

We thank you for your interest in employment opportunities at Talize. Please note, only the candidates who are selected for an interview will be contacted.

Talize welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.