IT Support Analyst

3 weeks ago

Mississauga, Canada People Corporation Full time

We are seeking a IT Support Analyst to join our BPA team in Mississauga, Ontario (coverage includes the Wilson office). As IT Support Analyst, you will provide Tier I & II support in a multi-faceted role handling both frontline Service Desk support and customer service, along with Tier I & II end user equipment support, troubleshooting, maintenance, and repair. You will maintain adequate stock of required hardware & peripherals (loaner laptops, keyboard, mice, toner, cables, etc) to appropriately manage break/fix situations and reducing downtime for affected users. This technical role will be required to work closely with Senior and C-Level executives and be able to effectively work and communicate with their peers or leaders in other geographically separated locations.

**The IT Support Analyst will**:

- Maintain an Asset Database and track changes for user hardware, software, and special/custom configurations
- 1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as Mobility devices, PCs or laptops, and Printers
- Troubleshoot basic network issues and manage standard patch cabling or wireless access point devices
- Triage and/or escalate tickets to the Infrastructure/System Administrator support team where more advanced technical skillsets or access permissions are required
- Maintain a high degree of customer service for all support queries and adhere to all service management principles, while also providing white-glove specialized service to Senior Executives when required
- Active Directory and Office365 administration knowledge. Creating user accounts, reset passwords, create groups, set up new users, etc.
- Ordering, building and/or deploying computer hardware such as desktops, laptops, docking stations, multiple monitor setups, including profile/data transfer from old equipment to new, and managing imaging tools or software to efficiently deploy new hardware to a fast-growing organization.
- Support external clients onsite within their own networks, tenants, domains, hardware, software, and other general IT support needs as required

**T**o be successful **as a** **IT Support Analyst** with People Corporation, you will need**:

- Demonstrate an understanding of the needs of the customer and focus on anticipating, meeting, and exceeding those needs.
- Ability to use time and resources effectively to achieve desired results. Have determination in the face of obstacles to set and meet challenging targets and deliver the required results.
- Experience documenting new and existing processes to achieve standardization/modernization.
- Demonstrated high level of accountability, reliability, adaptability, and innovation in accomplishing day to day work and long-term goals.
- Ability to foster open communication, listen to others, and value all opinions.
- The right attitude to act in a respectful manner to influence an outcome, impact, or effect.
- Willingness to readily share information, knowledge, and personal strengths.
- Ability to seek to understand and build on differing perspectives of others to enhance team efficiency and quality outcomes.
- 3 years previous IT Service Desk and/or Technical Call Centre experience required
- Incident Management experience - Managing incidents including business expectations and communication, as well as documenting resolution and providing other related incident closure notes.
- Experience in administering Security Groups, Active Directory, Office365 in a Microsoft-based office environment, whether legacy/on-premise or cloud-based.
- Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation)
- Must be able to lift up to 30 lbs (computer equipment) as needed
- ITIL, CompTIA, ITSM, or A+ certification or experience considered an asset
- Up to date Microsoft certifications considered an asset

**What's in it for you**:

- Learn by working alongside our experts
- Extended health care and dental benefits
- A retirement savings plan with company contributions
- A suite of Health & Wellness offerings
- Mental Health programs and support for you and your family
- Assistance for the completion of industry designations
- Competitive compensation

At People Corporation we are committed to helping businesses succeed. We are a national provider of benefits, retirement, wealth, wellness, and human resource solutions. Our experts and solutions serve over 20,000 clients representing nearly 3 million Canadians. We offer customized solutions designed to fit the unique needs of businesses and their employees, members and stakeholders.

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