IT Support Analyst

7 months ago

Ottawa, Canada Regional Group Full time

**IT Support Analyst**

**About Us**:
At Regional Group, we're not your typical real estate company - we're innovators, leaders, and trailblazers with over six decades of experience shaping the real estate landscape in the National Capital Region. Today, we boast a $5+ billion pipeline of commercial, mixed-use, and residential projects in various stages of development in Ontario and Quebec. Additionally, our management portfolio includes over 2.9 million square feet of commercial space and 2,000 residential units. Through our homebuilding division, eQ Homes, we consistently create visionary, award-winning communities that lead the way in home innovation and sustainable living initiatives.

**About the Role**:
As an IT Support Analyst, your primary responsibility is to provide efficient and effective technical support to the Regional Group and its affiliated companies. This entails assisting in achieving business objectives, ensuring project success, and aligning with the overall company vision through your expertise in IT support. With your critical thinking, professionalism, strong interpersonal, and exceptional organizational skills, you'll play a pivotal role in our success.

**Key Responsibilities**:
General:

- Provide timely and friendly front-line IT support services to all Regional Group locations within the Ottawa region.
- Diagnose and troubleshoot hardware and software problems on desktops, laptops, and other devices.
- Utilize a centralized ticketing system to collect end-user incident reports, computer asset information, and other relevant data for the identification and resolution of IT-related problems.
- Collaborate with other IT Teams, vendors and consultants to address escalated support incidents.
- Contribute to the collection, recording, and upkeep of IT-related best practices, system configurations and diagrams, asset inventory, policies, and procedures.
- Maintain accurate documentation of IT systems, configurations, and user guides.
Create knowledge base articles to facilitate efficient issue resolution.

Technology/Vendor specific:

- Configure and maintain domain-based Windows desktops and laptops (Windows 10+, Mac OS).
- Proficiency in Microsoft PowerShell Scripting
- Perform Adds/Moves/Changes for user accounts and basic troubleshooting in DNS/DHCP/DFS environments.
- Manage NTFS and file share security with Adds/Moves/Changes and basic troubleshooting.
- Provide support for end-users in TCP/IP, Ethernet, and wireless environments.
- Support networked printers and end-user peripheral devices.
- Offer basic support for the corporate phone system.
- Conduct network device log and policy analysis, general hardware upkeep and maintenance, and patch/update management as needed.
- Perform other technical tasks as required.

Business/Administrative specific:

- Execute additional administrative tasks as needed.

**About You**:

- Bachelor's degree in Information Technology, Computer Science, or related field (preferred).
- Demonstrated proficiency with 2-3 years of technical support experience.
- Demonstrate expertise and certification in Microsoft Windows 10+ and proficiency with the MS Office Suite, including Office 365.
- Independent and proactive in identifying, reporting, and troubleshooting problems, with a commitment to providing excellent service.
- Demonstrate proficiency in maintaining accessibility through mobile devices for timely response.
- Excellent communication skills in English, both verbal and written.
- Friendly demeanour, highly responsive to end-user needs with exceptional customer service
- Detail-oriented with a focus on accuracy in work delivery.
- Highly organized with efficient time management skills.
- Strong work ethic and punctuality in attendance and meetings.
- Consistent adherence to professional attire and behaviour is required.

**Why Join Us**:

- We empower our people to strive for creativity, uniqueness, and distinction.
- We are actively pursuing portfolio growth opportunities, ensuring continuous development and advancement.
- We take pride in shaping real estate in Ottawa for over 60 years
- Enjoy competitive pay, incentives, and tuition reimbursement to support your personal and professional growth.
- Benefit from 15 paid vacation days plus additional PTO to ensure a healthy work-life balance.
- Thrive in a supportive environment with ample growth opportunities to nurture your career.
- Our driven values are Integrity, Commitment, Innovation, Attention, Balance, Gratitude, and Leadership.

**_
Regional Group_**_ is an equal-opportunity employer dedicated to creating an inclusive and accessible workplace environment. We are committed to cultivating a workforce that mirrors the diversity of our community, including individuals with disabilities. If you require accommodation or support during any stage of our recruitment and selection process, we will collaborate with you to address your needs._

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