Technical Support Analyst

2 weeks ago

St Catharines, Canada Family and Children's Services Niagara Full time

PURPOSE STATEMENT

Reporting to the Senior Manager of Information Technology Services, the Technical Systems Analyst is responsible for effective provisioning, installation/configuration, operation and maintenance of systems hardware and software and related infrastructure. The (TSA) participates in technical research and development to enable continuing innovation within the infrastructure. The (TSA) ensures that system hardware, operating systems, software systems, and related IT procedures adhere to organizational values.

**MAIN DUTIES AND RESPONSIBILITIES**

**Operations and Support**
- Perform daily back up operations, ensuring all required file systems and system data are successfully backed up to the appropriate media, recovery tapes or disks are created, and media is recycled and sent off site as necessary.
- Perform regular file archival and purge as necessary.
- Create, change, and delete user accounts per request.
- Repair and recover from hardware or software failures. Coordinate and communicate with impacted customers.
- Maintain the software compliance for FACS Niagara**.**:

- Oversee all Windows workstations (Windows 10/11), Servers (Windows 2012/16/19/22) and ensure their availability, integrity and security including installation and/or system recovery.
- Hardware and Software asset management, licensing, inventory, and documentation.
- Handle and resolve L1 and L2 support calls/tickets submitted to helpdesk.
- Set-up, configure and support laptops and mobile phones for end users.

**Maintenance**
- Perform ongoing performance tuning, hardware upgrades, and resources optimization as required. Configure CPU, memory, and disk partitions as required.
- Maintain data center environmental and monitoring equipment.
- Responsible for the installation, configuration, maintenance, and support of the organization's local area network (LAN).
- Monitor network to ensure network availability to all system users and perform necessary maintenance to support network availability.
- Maintain existing hardware and accessories to ensure optimal operation.
- Perform user and computer maintenance tasks for Active Directory and Server 2019.
- Provide maintenance, support and troubleshooting for M365 suite (Exchange, Teams, Intune, SharePoint), servers/Azure Cloud, VMWare, switches, Firewalls, computers, mobile devices and peripherals.

**Leadership**
- Provides excellent communication and interpretation with stakeholders which involves terminology or concepts and regularly provide advice and recommendations on complex issues, in a manner that the stakeholders will understand.
- Monitor all PCs, Servers, and Mobile Devices to ensure compliance with agency policies and standards.
- Research and recommend innovative and where possible automated approaches for the system administration tasks. Identify approaches that leverage our resources and provide economics of scale.
- Works in and ensures that staff work in a manner consistent with the requirements/regulations of the Occupational Health and Safety Act, and FACS policy and procedures.
- Exemplifies and inspires behaviours, actions and attitudes that are consistent with FACS vision, mission, and values.
- As a member of the Management Team, participates in the development and successful implementation of the Strategic Plan
- Provides leadership for the operational success of the Tech Department and provides supportive leadership through periods of change.
- Promotes integration of activities across portfolios and monitors achievement of objectives
- Articulates and constantly monitors the efficiency and effectiveness of the workflow processes to ensure the highest level of service is being provided.
- Reviews, assesses and/or recommends policy and programs that best meet the needs of the Tech department.
- Provides leadership to internal designated work groups, programs and/or committees.
- Provides excellent quality customer service with a high degree of confidentiality.

**Relationship Management**
- Represents FACS in conferences and meetings.
- Collaborates with stakeholders in the implementation of department plans and programs.
- Develops and maintains collaborative relationships both internally and externally to ensure the most effective services are provided.

**Other Related Activities**
- Ensures own expenditures adhere to FACS policies.
- Strives to meet or exceed all accountabilities and achieve continuous quality improvement and excellence in all activities and outcomes.
- Continually participates in learning/education to maintain and update skills and knowledge.
- Assists in the training and orientation of peers.
- Performs other duties as required.

**KNOWLEDGE, EDUCATION, EXPERIENCE, SKILLS, ATTRIBUTES**

**Qualifications**
- Degree or diploma in Computer Science, Information Technology or related preferred
- Additional 3 years information technology related experience required
- Valid G Driver’s License and access to a reliable motor vehicle

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