Technical Support Analyst

1 week ago

Vernon, Canada Kal Tire Full time

**Tech**
**nical Support**
**Analyst**

**Role Description**

The Technical Support Analyst is responsible for supporting Team Member technology solutions for Kal Tire operations.

To be successful in this position, the Technical Support Analyst must be passionate about providing exceptional customer service experience. They must also have a strong desire to be constantly challenged and educate themselves on the technology trends for end user computing and Microsoft Office 365.

**Core Responsibilities**

Technical Support and System Maintenance
- Support Kal Tire team member technology while providing a positive customer experience, including after-hours coverage when required.
- Provide timely support to all Kal Tire team members, ensuring service levels are maintained, and all requests are properly tracked and responded to.
- Proactively look for ways to improve efficiency and Team Member experience through automation and self-service.

Planning, Development and Project Support
- Work closely with team members from other IS Teams to ensure installations or upgrades of larger technology changes are implemented in a coordinated and efficient manner.
- Create project plans and implement projects that may involve Team Members from other IS Teams.
- Participate in the planning and development of long-term strategies for team member hardware, software, and productivity solutions.

Documentation of Processes and Technical Specifications
- Create and maintain both technical and end user documentation and training material.
- Adheres to Kal Tire and IS policies and processes.

Leadership and development
- Proactively volunteer for new work and aid other team members that are struggling.
- Proactively research and present new ideas and solutions.
- Assist the Team Lead in coordinating activities for both projects and support operations.
- Coordinate contractors that are brought in to assist with projects or operational support.

**Work Experience**
- Minimum of three years’ experience providing technical support in an end user compute, deskside, or desktop support position and,
- Experience with Windows operating systems, PC hardware, Mobile devices, Voice solutions, Office 365, Meeting room support, and management tools such as Intune and SCCM.
- Strong oral and written communication skills

**Education**
- Post-secondary graduate with a degree, diploma or certificate in computer science or equivalent combination of education, training, and experience

**Special Requirements**
- May require travel to Kal Tire locations
- Evening and occasional weekend work may be required
- Valid BC driver’s license

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