System Technical Support Analyst

5 months ago

Mississauga, Canada Dixie Bloor Neighbourhood Centre Full time

**POSITION OVERVIEW**

**POSITION RESPONSIBILITIES**

General activities and functions include, but are not limited to:

- Technical Assistance: Provide prompt and effective technical support to end-users experiencing hardware, software, network, printers, scanners, shredders, phones, and other system-related issues. Diagnose and resolve problems remotely or in-person, ensuring mínimal disruption to user workflows.
- System Monitoring: Monitor the organization's systems, networks, and servers to identify and address potential issues proactively. Implement preventive measures to avoid system downtime and performance degradation.
- Troubleshooting: Investigate and analyze complex technical problems, identifying root causes and implementing solutions. Collaborate with other IT team members, vendors, and external experts as needed to resolve escalated issues.
- Documentation: Maintain accurate and up-to-date documentation of technical procedures, solutions, and troubleshooting steps. Develop and update user guides and knowledge base articles to empower end-users to resolve common problems independently.
- User Training: Provide training sessions and workshops to educate end-users on best practices, system usage, and basic troubleshooting techniques to enhance their technical proficiency.
- Collaboration: Collaborate with cross-functional teams to address complex technical challenges and ensure seamless integration of new systems and technologies. Work closely with the IT team to optimize systems performance and enhance overall efficiency.
- Remote Support: Utilize remote support tools to assist geographically dispersed users, resolving technical issues remotely when possible.
- Escalation Management: Identify issues that require escalation to higher-level support or specialized teams and facilitate the transfer of information to ensure timely resolution.
- Continuous Improvement: Stay up to date with industry trends, emerging technologies, and best practices related to systems administration and technical support. Propose and implement process improvements to enhance the quality and efficiency of technical support services.

**SKILLS AND QUALITIFICATIONS**
- Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience).
- Strong proficiency in operating systems such as Windows, macOS, and Android/iOs.
- Solid understanding of network protocols, configurations, and troubleshooting.
- Experience with hardware components, including desktops, laptops, printers, and peripherals.
- Familiarity with remote support tools and techniques.
- Excellent problem-solving and analytical skills.
- Effective communication skills, both verbal and written.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
- Customer-oriented attitude with a focus on delivering exceptional user experiences.
- Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.

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

**Salary**: $22.44 per hour

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Mississauga, ON L4Y 3V9: reliably commute or plan to relocate before starting work (required)

**Experience**:

- IT support: 1 year (preferred)

Licence/Certification:

- CompTIA A+ (preferred)

Work Location: In person

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