IT Support Analyst

4 months ago

Brampton, Canada Agway Metals Inc. - Brampton Full time

**IT Support Analyst**

**Reports To**

IT Manager

**Job Summary**

The IT Support Analyst, under the direction of the IT Manager, will primarily be responsible for providing technical advice and assistance to employees. This role will also troubleshoot errors and fix system issues as they arise. The IT Support Analyst must have a degree or diploma in Computer Science, Computer Systems Engineering, Software Engineering, or a related field and 1-3 years of related experience.

**Competencies**
- Technical Proficiency
- Problem Solving
- Analytical Thinking
- Attention to Detail
- Customer Service
- Communication
- Innovative
- Result Orientation
- Teamwork
- Time Management

**Job Duties**
- Diagnose and resolve technical problems with laptops, desktops, printers, mobile devices, and other peripherals promptly and efficiently.
- Configure laptops/desktops/mobile devices for new users.
- Manage user accounts in Active Directory, including creation, modification, and deletion, ensuring proper access rights and security protocols are followed.
- Support Microsoft Dynamics NAV user administration, including user permissions, and access controls.
- Administer TELUS Business Connect VoIP system, including user management, call routing configuration, and troubleshooting.
- Configure and maintain Cisco Meraki firewalls and switches, as well as Ubiquiti access points, to ensure network security and optimal performance.
- Manage virtualization infrastructure using VMWare, including VM provisioning, performance monitoring, and troubleshooting.
- Configure and manage Mobile Device Management (MDM) solutions for Android and iOS devices, ensuring device security and compliance.
- Set up the boardrooms for video conferencing calls and troubleshoot any issues.
- Ensure security and systems upgrades are applied and kept up to date on laptops and desktops.
- Maintain accurate records of support activities, including incidents, resolutions, and inventory, to facilitate knowledge sharing and trend analysis.
- Create documentation/manuals for rolling out new technology.
- Stay informed about new technologies and trends in IT support.
- **Other duties as assigned.**

**Job Requirements**
- Post-secondary degree or diploma in an IT-related program.
- 1-3 years of experience in an IT help desk or support role.
- Proficiency in server and network administration (Active Directory, DNS, DHCP, HTTP, SSL, TCP/IP protocols, WAN/LAN configuration, VPN, Wi-Fi).
- Experience with Windows desktop support.
- Strong problem-solving skills and attention to detail, with the ability to diagnose and resolve technical issues efficiently.
- Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
- Customer-focused mindset and a passion for delivering exceptional service to end-users.
- Familiarity with Android/iOS smartphones.
- Knowledge of cybersecurity concepts to prevent cyber-attacks.
- Knowledge of CrowdStrike and troubleshooting is an asset.
- ITIL, CCNA/CCNP certifications are an asset.
- Knowledge of Microsoft Dynamics NAV, SQL Reporting Services, Jet Reports, and ZAP Reports.
- Knowledge of VoIP phone systems (TELUS Business Connect).
- Knowledge of Microsoft 365.
- Knowledge of Microsoft Teams and Zoom.
- Possess a valid G license with access to a vehicle.

**Work Conditions**
- Periodic requirement to be on-call outside of standard business hours to support the needs of the company.
- Frequent travel to other locations.
- Interaction with employees and management.
- Ability to work some flexible hours including nights and weekends on occasion.
- Working in a busy office environment with frequent interruptions.

**Job Types**: Full-time, Permanent

Work Location: In person

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