IT Support Centre Analyst

6 months ago

Oakville, Canada Konstant Full time

**Job Summary**:
Reporting into the Manager, IT Support, the IT Support Centre Analyst - Tier II provides IT customer service support to employees across Canada. Provide hardware and software support for various computer/ network systems and devices across the country. Maintain and troubleshoot computers, printers, and other IT-related equipment. Provide backup support to Tier III IT staff as required.

**Responsibilities**:
**Customer Service**
- Communicate IT announcements to users and managers as required
- Review, prioritize, and/ or escalate IT incidents and requests
- Act as a single point of contact and troubleshoot before escalating issues to Tier III staff, management, or external vendors

**Administration**
- Administer and maintain Microsoft Office 365 license subscriptions and deployments across the country
- Maintain IT-related guides/ documents as required
- Attend and actively participate in department meetings
- Track and monitor asset inventory of hardware and software, including the scrapping process
- Execute Joiner/Leaver SOPs as required and in a timely fashion

**Hardware/ Software/ Desktop Support**
- Setup PCs, printers, and devices at workstations as required
- Troubleshoot PC hardware/ software and network communication issues
- Maintain and upgrade system hardware/ software as required
- Provide training/ orientation to users on an as-needed basis
- Deploy hardware and software as needed to users across the country
- Identify possible future problems (related to hardware and software) and escalate as required

**Research and Development**
- Research the latest technologies and make recommendations for purchase or upgrades as needed
- Test new software and equipment and determine compatibility to the Konstant environment
- Monitor the latest viral malware and other security threats
- Ensure stability of the desktop environment through system testing
- Determine fixes through IT-related support groups, websites, and or information sharing associates
- Identify process improvement opportunities and share with the BT team
- Actively participate in researching/ testing/ recommending new hardware for end users

**Additional Responsibilities**
- Check for security issues and take action to protect all components on the internal network as required
- Ensure the stability of desktop operating system environments through monitoring of software patches, operating system updates, etc.
- Test new software and equipment
- Protect desktop/ server operating systems against latest virus threats with anti-virus protection
- Monitor virus outbreaks and provide rapid response to critical situations
- Keep up to date on the latest security holes in the desktop environment and issue updates as necessary
- Collaborate with Tier III staff to complete IT-related projects as required
- Visit branches to support users and work with Tier III staff on special projects

**Job Requirements & Qualifications**:

- Associate or Technical School degree preferred or equivalent combination of education and professional work experience
- 5-7 years of IT customer service experience
- Proficient in IT troubleshooting skills
- Proficient in current technology platforms
- Ability to work under tight deadlines
- Ability to work as part of a team or independently with little or no supervision
- This position is a work from office role. Travelling to other branches, would be required on an ad-hoc basis.

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