Analyst, Pc Support

Definity is the parent company to some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. Our ambition is to be one of Canada’s leading and most innovative property and casualty insurers. We can’t do that without our people, so we embrace and encourage a culture that’s collaborative, ambitious, rewarding, and empowering.
- We offer a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Bring your true self and be a part of our journey. It’s better here.

**Job Summary**

Reporting the CI Operations Leader in Quebec the Analyst, PC Support is responsible for supporting day-to-day hardware and software deployment and maintenance in the branch. The incumbent also performs clerical duties as assigned and is a back-up for other administrative services such as mailroom and reception.

**Key Accountabilities**:
I.T. Duties:

- Act as a point of contact for IT-related queries, resolving tickets efficiently.
- Liase with Service Desk and 2nd level IT support when necessary to resolve all computer and phone issues in the branch.
- Diagnose and resolve hardware and software issues for desktops, laptops, conference equipment and mobile devices.
- Maintain accurate records of support requests and resolutions using ticketing systems.
- Respond effectively to potentially high volume of requests, prioritizing tasks based on urgency and impact.
- Install, configure, and maintain computer systems, software, and peripherals.
- Perform system updates, patches, and routine maintenance.
- Support network connectivity issues and basic server troubleshooting.
- Ensure compliance with IT policies and security protocols.
- Coordinate and perform computer lease rollovers according to schedule defined by project leader.
- Communicate with technicians from Xerox, IBM, DELL, Canon, HP, etc.
- Move computer equipment in the office as needed and perform hardware audit activities upon requests.
- Send damaged computer equipment for recycling.
- Document technical procedures and user guides for the team.

Administrative Duties:

- Provide backup to reception and mailroom.
- Maintain all equipment in branch (i.e. photocopiers, printers)
- Assist in event coordination (i.e. set up of videoconferencing, data projector, laptop, etc.)

**Job Requirements**:

- Perfectly bilingual in French and English (oral and written)
- Degree in IT (Information Technology), Computer Science, or related field.
- At least 1 year of hands-on experience in PC support/ IT helpdesk or similar roles.
- High level of computer knowledge and ability to learn new concepts quickly.
- Proficiency with Windows OS and Microsoft Office Suite.
- Strong troubleshooting and problem-solving skills.
- Strong interpersonal skills and a proactive attitude.
- Professional and courteous in all interactions with internal and external customers.
- Ability to remain calm and effective under pressure while addressing multiple demands.

High degree of proficiency with English required to service customers, both internal to the company and external, across Canada.

Salary Range:$40,200 - $69,400

**What’s in it for you?**
- Hybrid work schedule for most roles
- Company share ownership program
- Pension and savings programs, with company-matched RRSP contributions
- Paid volunteer days and company matching on charitable donations
- Educational resources, tuition assistance, and paid time off to study for exams
- Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
- Wellness and recognition programs
- Discounts on products and services

**Go ahead and expect a lot — you deserve it.**

It’s better here — but don’t take our word for it. Definity was named by Great Place to Work ® as one of the Best Workplaces in Canada for women, for youth, and for inclusion.

**Background checks**

This role requires successful clearance of background checks (including criminal checks and leadership references).

LI-Hybrid

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