C- Technical Support Analyst

2 weeks ago

Markham, Canada Children Believe Fund Full time

**Careers That Empower Young Dreamers**

When you make a decision to work with Children Believe you’re not just doing something great for your career, you’re helping empower children around the world to access education, pursue their dreams and be a voice for change. We know there are lots of career options for talented, top performers like you, but not many offer the opportunity to help children live and dream fearlessly. Children Believe is currently recruiting for the following position:
**Technical Support Analyst - Canada Office**

Reporting to the Director of Technology, Analytics & Projects, the Technical Support Analyst, plays a vital role in delivering crucial technical support services across Children Believe. Responsibilities encompass efficient handling of help desk tickets, swiftly resolving issues, and escalating when necessary.

This role includes, but not limited to:
**Service Desk Support - Desktop, Laptop, peripherals - 60%**
- Enforcing use of helpdesk ticket system
- Responsible for the ongoing support of all end-user systems (desktop, laptop, peripherals, mobile device
- MS Windows
- MS Office / Office 365
- Printing - local and network
- Active Directory
- Anti-Virus
- Create and manage PC images
- FTP server and client
- Mobile devices
- Service Desk Tickets
- Monitoring and Reporting
- Primary responsibility for on-premises datacentre backups.

**Quality - 10%**
- Maintain detailed and up-to-date Service Desk tickets on all Children Believe User incidences and problems
- Maintain SLAs established for each Service Desk Ticket assigned
- Assist in specialized and complex analysis for the purpose of enhancing and upgrading existing programs and processes
- Enhance the quality and services for all Children Believe end users
- Daily and monthly system check and monitoring

**Security - 5%**
- Build and administer a level of security appropriate to protect the information stored in all Children Believe systems ensuring antivirus and malware-bytes on all end-user supported devices

**Data Backup-Restore, Business Continuity/Disaster Recovery - 5%**
- Assist in system backup and data recovery

**Installation and upgrades - 10%**
- Installation, configuration and upgrading of Children Believe desktop, laptop, peripheral, mobile devices, software and related products and assisting in Country Offices where Children Believe operates
- Install, configure and move phones as needed
- Remote systems upgrades and install (at Country offices)

**Other - 10 %**
- Assist in maintaining and supporting network systems with the Technology Specialist and the IT Business Enterprise Solutions team
- Other duties as required
- Completion of a post-secondary diploma/degree in a related discipline
- 3+ years’ experience in:

- Service Desk Support
- Desktop and Laptop
- Service Desk Ticketing system
- Active Directory -User Password Support
- Desktop/Laptop Antivirus administration
- Office 365 user administration
- Active Directory Group Policy Administration experience an asset
- Experience using system recovery imaging software an asset
- Network administration experience an asset
- Advanced problem solving and customer support skills
- Sound documentation skills
- Reporting and analysis of work progress and completion
- Ability to integrate well with other IT team members
- Knowledge current with latest technology changes
- Ability to express complex technical concepts effectively
- Ability to speak and/or write in either French or Spanish will be considered an asset
- Commitment to Children Believe’s Vision, Mission and Values

**Attributes, Traits, Behaviours**:

- Team player - collaborative
- Results and SLA driven
- Analytical
- Solutions oriented
- Customer service and business partner mindset
- Commitment to ongoing professional development

**Type: Hybrid/Remote**

Our Hybrid Workplace Program is a flexible work arrangement that permits employees to work remotely while also occasionally being required to come into the Organization’s office. If approved to work from home as part of our Hybrid workplace program; the incumbent must be available to work from the Organization’s office from time to time as determined by the supervisor or as otherwise directed by the Organization.

**Compensation**: Hiring range between $64,000 to $67,000 annually based on experience.

Children Believe offers competitive paid time-off benefits and a comprehensive group benefits plan, including health/dental, life insurance, disability, EFAP and company-match RRSP from the first day of employment.

**Application Process**:
If you believe you have that unique combination of a not-for-profit heart combined with the skills and interest for the “Technical Support Analyst” position, then click the “Apply” button found at the bottom of this screen.

Applicants must be legally eligible to work in Canada.

Children Believe is committed to diversity in the workplace and is an equal opportunity employer.

Children

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