Technical Support Analyst

5 months ago

Toronto, Canada Duca Full time

**Technical Support Analyst**

**Job Purpose & Summary**

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
- Administer and audit access to various websites and programs
- 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
- Occasional visits to DUCA branch locations to provide technical support or attend to and transport IT related equipment to and from

**Occupational Experience & Education Requirements**
- Post secondary education in a related technical field
- 3+ years of technical support experience
- 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, Azure AD, Microsoft Endpoint and M365/O365 administration
- SharePoint, Bell Total Connect, and Bell On Demand Contact Centre (ODCC) administration is an asset
- Microsoft Certification (Windows 10 desktop support / Azure / 365)
- Experience / certification in Mac OS and iOS support
- Experience using Microsoft Endpoint Configuration Management is an asset
- A+ / Network+ / Server+ certification 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**
- Ability to travel to DUCA’s branches as required with the ability to transport printers, desktop computers, etc. when needed, to support a service call;
- Driver’s license and access to a vehicle required
- Rotating evening and weekend availability is required to provide paid on-call support
- Some work under desks and/or lifting (up to 40lbs) required when deploying workstations

**Department: Information Technology**

**Primary Location: Corporate Office**

**Employment Status: Full-time**

**Hours per Week: 38**

**About DUCA**

DUCA exists to help people **do more, be more and achieve more** with their money and their lives. We’re driven by a co-operative philosophy that puts our Members (and Owners) at the centre of every decision we make, gives them a voice in how we’re run, and rewards them for their loyalty by sharing our profits.

At DUCA, we’re dedicated to creating a positive environment where our employees have growth and development opportunities, a healthy work/life balance, opportunities to give back to the community, and a focus on doing what is right for our Members. DUCA offers a competitive total compensation package including base salary, a short-term incentive (bonus) program, a comprehensive benefits program, pension plan, and employee banking benefits.

We thank all applicants but only those considered for an interview will be contacted.

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