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Technical Support Analyst

3 months ago

Toronto, Canada iGaming Ontario Full time

**Position Term**: Permanent, Full Time
**Level**: 8
**Salary**: Min: $72,822 to Max: $85,675
**Location**: Head Office, Toronto/Hybrid
**Application Deadline**: May 1, 2024

iGaming Ontario leads the Province of Ontario’s new, dynamic, internet gaming (igaming) market that, in its first year generated over $35.5 billion in total wagers, which resulted in $1.26 billion in total gaming revenue from over 45 gaming operators and 1.6 million active player accounts. Even more, in its first year Ontario’s igaming market is estimated to have sustained more than 12,000 full-time equivalent jobs across the province. To achieve these results, iGaming Ontario is guided by its vision to Lead the World’s Best Gaming Market.

iGaming Ontario is seeking a Technical Support Analyst. Reporting to the Manager, Information Technology Service Delivery, the Technical Support Analyst is responsible for supporting users with any technical challenges they experience. In addition, the role assists in developing standard operating procedures (SOP) as well as maintain a knowledge base of incidents and corresponding resolutions.

**Key responsibilities for this role will include**:

- Perform on-site and remote analysis, diagnosis, and resolution for complex hardware and/or software problems experienced by users.
- Use Azure Active Directory to manage hardware and users through group policies.
- Provide users with regular status updates on issue if not resolved within the SLA.
- Ensure accurate documentation of hardware and software issues in Incident Management System.
- Document Standard Operating Procedures (SOP) and suggest workflow improvements.
- Leverage Microsoft tools such as Intune and/or Windows Autopilot to deploy software and configure devices remotely.
- Script in PowerShell to automate such tasks as data transfer and software deployment.
- Configure, deploy, and support mobile devices (iOS and Android OS) and wireless connectivity.
- Maintain software and licensing inventory within the asset management system in accordance with established processes and procedures; assist with software licensing renewals.
- Maintains hardware and peripherals inventory within the asset management system in accordance with established process and procedures; assist with hardware and peripheral asset refreshes and in the end-of-life process of retired equipment.
- Participate in departmental and enterprise projects as required.
- Some AV support.
- Postsecondary education in Computer Science or related discipline.
- Minimum 2+ years of relevant experience.
- Demonstrated working knowledge with Microsoft technology including:

- Microsoft 365
- Entra ID (Azure Active Directory)
- SharePoint
- Teams
- Intune
- Windows Autopilot
- PowerShell
- Working knowledge with Endpoint Security products.
- Microsoft 365 Certified: Fundamentals.
- Microsoft 365 Certified: Modern Desktop Administrator Associate.
- Customer focused and Ability to work collaboratively with colleagues and business partners.
- Exceptionally strong problem-solving skills.
- Excellent communication and interpersonal skills, with the ability to liaise with internal and external stakeholders.

This position currently offers a hybrid work location. iGaming Ontario is implementing a minimum three-day per week in-office schedule. iGaming Ontario reserves the right to change this policy and its office location at any time.
This position falls within the scope of a bargaining unit represented by the Ontario Public Service Employees Union (OPSEU). In the upcoming months, iGaming Ontario and OPSEU will be negotiating the terms of a collective agreement which, once concluded, will govern the terms and conditions of this position.

**At iGaming Ontario, we offer**:

- A comprehensive benefits program that includes dental, vision and drug coverage.
- Defined-benefit pension plan.
- Wellbeing account to support your mental, physical, and social wellbeing.
- Access to mental health benefits, free counselling, and support services.
- Professional development reimbursement.
- Paid volunteer time off.
- Paid parental leave top up.

iGaming Ontario is an inclusive and equal opportunity employer.

Disability related accommodation during the recruitment process is available upon request.