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IT Analyst

2 months ago

Montreal, Quebec, Canada Options Consulting Solutions Full time
About the Role

We are seeking a highly skilled Technical Support Specialist to join our team at Options Consulting Solutions. As a key member of our Technology Support Services team, you will play a crucial role in ensuring the reliability of our IT and support services function.

Key Responsibilities
  • Technical Support:
    • Provide hands-on IT technical support to all end users.
    • Support for connecting and configuring video conferences, presentations, video recording, and event technology.
    • Troubleshooting of AV hardware.
    • Weekly checks of AV rooms to ensure proper functionality and maintain a safe and clean environment.
    • Training end users with varying skill levels on the use of AV equipment.
    • Planning, setup, and support of AV needs for special events.
    • Collaboration with external AV vendors as needed.
    • First-level support for all mobile smartphones.
    • Participation in the rollout of new technology.
    • Management of 2nd/3rd-level support of incidents escalated by the National IT Service Desk team.
    • Management of assigned incident and support request tickets.
    • Assistance with onsite server support.
    • Continuous improvement and evolution of deployed IT solutions.
    • Addressing escalations and complaints, involving coordination of resources to prevent recurrences and potential impact on facility operations.
    • Decommissioning/disposing of IT equipment when necessary.
  • Administrative Support:
    • Writing process and training documentation for training National Help Desk (Call Support) personnel.
    • Providing regular reports to enable effective IT services management.
    • Entering problems into the ticketing system, resolving and closing calls. Escalating and tracking the resolution of issues, and conducting client follow-up.
    • Providing testing and reporting results of testing conducted on new applications and/or changes to existing applications.
    • Maintaining accurate and complete up-to-date software and hardware inventory records.
  • Special Projects:
    • Participation in the delivery of application project activities. Acting as a subject matter expert (SME) with respect to assigned systems and/or functions.
    • Research, planning, and assistance with special projects assigned by the Director, Technology Support Services.
    Requirements
    • University Degree or College Diploma in Information Technology.
    • 5+ years of experience providing Help Desk and/or Field Support in a professional services or corporate environment.
    • Highly proficient with computers and their associated hardware and software components.
    • Two years of progressive hands-on experience in an audio-visual environment.
    • Experience and working knowledge of Webex, Microsoft Teams, Zoom, and GoToMeeting would be an asset.
    • Experience using video recording equipment (cameras, microphones, and lighting) would be an asset.
    • Expertise using recent versions of Microsoft Windows, Microsoft Office Suite, Active Directory Administration, and Citrix environments.
    • Experience and working knowledge of various mobile devices and tablets and managing them via the firm's Mobile Device Management System.
    • Experience working in a Technology Support role supporting legal-specific applications within a legal environment would be a definite asset.
    • Excellent written and verbal communication skills.
    • Strong customer service skills and the ability to understand and deliver exceptional client service.
    • A strong team player with excellent organizational and time-management skills.
    • Highly developed analytical and problem-solving skills along with the ability to multi-task various priorities.
    • Ability to work independently, follow instructions with minimal supervision, and take initiative.
    • Availability to work overtime, when necessary.
    • Availability to provide on-call after-hour support.