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Application Support Analyst

2 months ago

Hamilton, Canada Alectra Utilities Full time

The Opportunity

Job Posting Number: 2024-247

Position: Application Support Analyst

Location: John St. (Hamilton)

Reports to: Supervisor, IT Support Services

Business Unit: Digital & Innovation

Division: Information Technology

Hours per Week: 35

Rate of Pay: $36.26 - $53.24/hr

Number of Openings: 1

Union: PWU

Open: September 16, 2024

Close: September 27, 2024

Position Purpose: Reporting to the Supervisor, IT Support Services, this position is responsible for front line support of all end user computing technology and member of the Incident Management process for support services.

Key Responsibilities/Accountabilities

  • Provide 1st level triage support activities for application service, receive support calls by phone, email as a single point of contact for all IT issues, including all satellite offices.
  • Troubleshoot computer, printers and system issues.
  • Maintain and update various customer databases (i.e. hardware/software).
  • Configuration of network devices including switches, routers and firewalls.
  • Manage customer defined projects or projects as assigned by Project Manager.
  • Act as team leader and delegate tasks as required.
  • Produce management information on quality of IT services to end users using available tool suites Vendor management and support participation.
  • Provide support as a member of the Incident Management process for Support Services.
  • Ensures support for PC policies, procedures and standards.
  • Provide timely and accurate customer feedback to all reported issues.
  • Maintain and develop Help Desk documentation procedures.
  • Customer communication around changes in IT services, service availability, maintenance activities and customer education.
  • Participate in Disaster Recovery.
  • Participate in on-call duties and emergency call-out as required. Safety: Responsible for a working knowledge and understanding of and make all efforts reasonable to work in accordance with and ensuring work is done in compliance with the appropriate safety legislation, EUSR rules, Alectra policies and procedures and safe work practices that apply to the work while adhering to the internal responsibility system. Reports any unsafe conditions or observed unsafe work practices using Alectra procedures.

Education & Specialized Knowledge

  • Post-Secondary Degree/Diploma in Computer Science or equivalent knowledge and experience.

Experience

  • 1-2 years plus experience in large IT infrastructure IT organization
  • 1-2 years experience in IT Service Desk environment

Skills/Abilities/Competencies

  • Strong interpersonal, organizational, and administrative skills, with focus on attention to detail
  • Ability to work with minimal supervision
  • Ability to promote continuous improvement through innovation and technology
  • Strong written, oral and presentation skills
  • Energetic and enthusiastic team player committed to the overall success of IT and business organization
  • Strong strategic, problem solving and analytical skills with ability to influence others and resolve issues
  • Strong negotiation skills and training
  • Requires basic knowledge of Occupational Health and Safety Act requirements as it relates to individual, organizational and operational requirements
  • Proficient in Microsoft Suite of desktop products and operating systems
  • Working knowledge of PC’s, networks, applications and peripherals
  • Metric management and baseline reporting
  • Good knowledge of cross function tool sets to monitor IT infrastructures
  • Demonstrated knowledge of operating systems and server usage, installation, configuration, maintenance and other major applications.
  • Demonstrated knowledge of personal computer hardware installation and configuration.
  • Demonstrated knowledge of MS Office applications

How to apply

**FOR INTERNAL CANDIDATES ONLY: First consideration will be given to permanent employees in the PWU bargaining unit.

Alectra is an equal opportunity employer and is committed to providing a recruitment process that respects the dignity and independence of all candidates. Alectra will consult with all applicants who request accommodation during the recruitment process to ensure that the accommodation provided takes into account the applicant's individual accessibility needs, to the point of undue hardship.

We thank all applicants for their interest in a career with Alectra. Only those selected for an interview will be contacted.

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