Technical Support Analyst

7 months ago

Mississauga, Canada Services and Housing In the Province Full time

**About the Job**:
Reporting to the Manager, Information Systems, the Technical Support Analyst will be responsible for providing front-line support to staff for Information System issues. The Analyst will be responsible for setting up staff hardware (laptops, cell phones, etc.) and working closely with the other members of the team to support the network and servers.

**Duties and Responsibilities**:

- Performing hardware and software installation, configuration, and implementation
- Providing systems technical support, troubleshooting problems and resolving issues
- Maintaining LAN and WAN devices and troubleshooting connectivity issues
- Providing user training for IT related products
- Performing upgrades, support tasks, and maintaining all equipment including PC’s, notebooks, servers, printers and other peripheral devices
- Ensuring network security and health by maintaining firewalls, intrusion detection systems, and antivirus software
- Monitoring and controlling the performance and status of the network resources and Internet connectivity
- Providing user/technical support and training for all voice communications at all office locations (landlines and cellular)
- Experience supporting AV equipment, security cameras and video surveillance systems
- Assisting with the development of and ensuring adherence to IT policies and procedures
- Ensure professional, privacy, and confidentiality at all times as they have access to employee and client files
- Assist the Network team in maintaining Windows Active Directory accounts and Exchange mailboxes
- Provide support and other duties deemed appropriate by the department Manager
- Demonstrate a strong commitment to quality care and service delivery based on SHIP’s Mission and Values

**Qualifications**:

- Post-secondary education in Information Systems or equivalent
- 3+ years’ experience in IT Helpdesk/ Technical support role
- Experience with the following:

- Windows Server 2012/2016, Exchange 2016
- Windows 10 Pro & Office Suite 2016 and 365
- Active Directory, TCP/IP management, VPN
- Symantec Protection, SolarWinds Help Desk, SharePoint, One Drive, Teams
- Knowledge of access points, switches, routers and various network devices
- Strong knowledge with IT equipment, hardware and software
- Excellent time management, communication, people management, etc.
- Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment
- Strong communication and people skills

**Working Conditions and Physical Requirements**:

- Day shifts (Monday - Friday) with the ability to work excess/overtime hours where required
- Able to sit and/or stand for prolonged periods of time
- Able to answer and communicate telephone calls and general computer use
- Computer screen use (multiple screens if applicable) for prolonged periods of time
- Average amount of physical effort is required. Requires the ability of handling light and moderate weight objects including network equipment and office supplies
- Vehicle travel to all organization sites is required to support all users

**Ship Values**
- Compassion, Hope, Inclusive, Respect, Professional

**About Us**

Services and Housing In the Province (**SHIP**) is a Provincial leader in the broader public sector that builds strategic partnerships and programs that support the fundamental rights for Housing and Health Services throughout the Peel Region, Dufferin County, Region of Waterloo and surrounding areas.

Our commitment to increase quality of life through health services and housing supports that promote mental and physical health and wellness is at the forefront of every employee we hire. We value compassion, hope, inclusiveness, respect, and professionalism.

Our organization has supported the region for over 35 years and employs over 300 passionately engaged employees ranging from office administration, nurses, and service health specialists to housing specialists all dedicated to the community, clients, and families.

**Accessibility**

SHIP commits to ensuring that our organization is an equitable, diverse, and inclusive workplace that reflects our values as an organization and the diversity of those we serve. We are committed to providing equal opportunities to everyone and accept applicants from all backgrounds.

As an Organization, we strive to be equitable and inclusive in all that we do. Equity is a core value and we are committed to providing an inclusive selection process. We encourage applicants from equity-deserving communities including women, Black, Indigenous, other racialized groups, 2SLGBTQ+ persons, individuals with disabilities, and others who will contribute to and enrich the organization and its values. We are committed to inclusive, barrier-free recruitment, selection processes, and work environments. When contacted for a job opportunity, please advise the People & Culture Department of any accommodations needed in accordance with the Accessibi

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