Technical Support Analyst

4 months ago

Toronto, Canada DUCA Financial Services Credit Union Ltd. Full time

**Why DUCA?**

We’re a vibrant, exciting credit union that lives its "profits with a purpose" philosophy in every financial transaction, product, interest rate, and community initiative we offer. Founded in 1954, DUCA has grown from a single branch credit union in Toronto to 19 branches across Southern Ontario with over 85,000 Members we are proud to serve.

We exist to help People, Businesses and Communities **Do More, Be More, and Achieve More**.
- Positive, un-big bank like service experience delivered through Member-facing staff in branch, on the phone (Member-Connect) and via our Mobile mortgage specialists, Wealth Management advisors and Commercial and Business Banking Account Managers.
- Competitive rates.
- Personalized financial solutions, guidance, and service with the lowest possible fees for both Personal and Business Members.
- Profit sharing among Members.
- Multiple ways to bank—online, mobile app, phone/full-service Member Connect Contact Centre, and, of course, in-branch—DUCA is accessible 24/7

A career with one of Canada’s fastest growing credit unions means you’ll find endless opportunities to make a difference with your unique abilities and perspectives. **Our people live their purpose while helping others Do more, Be more and Achieve more with their money and their lives.** At DUCA, you’ll be part of a vibrant and collaborative team where you’ll be supported to excel and make an impact, no matter what role you play.

**Technical Support Analyst**

DUCA is looking for a Technical Support Analyst to join our IT Team

**Job Purpose & Summary**

Reporting to the Manager, Technical Support, the Technical Support Analyst provides helpdesk support to DUCA employees by resolving hardware and software issues remotely and in person via phone, remote support tools, and DUCA’s ticketing system. The incumbent will use their experience and knowledge of Windows and other software to troubleshoot various software and hardware issues.

Demonstrating a customer-service approach, the Technical Support Analyst pays close attention to details while troubleshooting problems and communicates effectively with employees at all levels of the organization.

**Key Accountabilities & Duties**
- Provide end-user facing desktop support for all internal clients
- Record, track, triage, escalate, and update employee IT requests using DUCA’s Help Desk ticketing system
- Respond to all users in a timely manner and troubleshoot tickets efficiently and professionally, demonstrating a strong service-orientation and adherence to corporate IT standards
- Provide remote technical support using remote control tools
- Track and resolve multiple competing priorities while keeping end users updated on the progress of their open requests
- Document issue resolution progress via detailed notes on steps taken in tickets
- Hardware deployment, relocation, and configuration
- Onboard and offboard users within DUCA’s network
- Communicate technical challenges and issues in a way that is clearly understood by DUCA employees at all levels; create instructions and other documents in a clear and easy to follow manner
- Assist with IT projects
- Attend and transport IT related equipment to DUCA branch locations

**Occupational Experience & Education Requirements**
- Post-secondary education in a related technical field
- 3+ years of technical support experience
- Microsoft Certification (Windows 10 desktop support / Azure / 365)
- Experience / certification in Mac OS and iOS support
- Experience using PDQ Deploy is an asset
- A+ / Network+ / Server+ an asset
- Experience in using and supporting Windows 10/Windows Server 2016/2019
- Experience imaging Desktops/Laptops
- Experience configuring Network/Standalone Printers
- Experience using Help Desk software
- Experience in AD, M365/O365 administration
- SharePoint and Bell Total Connect administration is an asset
- Prior experience working within a Financial Institution an asset
- Experience supporting Central 1 Member Direct or another online banking system an asset

**Knowledge, Skills & Attributes**
- Demonstrated strong proficiency with Microsoft Office suite of products
- Strong written and verbal communication skills
- Team-player with a customer-service mindset who enjoys helping people and collaborating with others
- Demonstrated trouble shooting problem solving, critical thinking, and analytical skills
- Ability to prioritize and manage workload to meet established service standards
- Knowledge of Active Directory, Group permissions and NTFS file system permissions
- Basic understanding of Group Policy
- Basic understanding TCP/IP networking
- Strong ability to track multiple competing priorities and keep end users updated on the progress of their open requests
- Ability to keep detailed notes on steps taken in tickets
- Demonstrated ability to create easy to follow documentation

**Working Conditions**
- Travel to DUCA’s branches within the GTA is required wi

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