IT Technical Analyst

The IT Technical Analyst works under the direction of the Technical Services Manager to monitor and maintain CanOps Corporate Enterprise software and hardware. The IT Technical Analyst will assist with design solutions based on needs expressed by internal and external users, management and other stakeholders. The IT Technical Analyst ensures all systems and processes are maintained according to industry best practices and standards. The IT Technical Analyst will also act as an SME and/or liaison to the broader technical team on related CanOps client projects including Data Management Projects and national initiatives and solutions.

**PRIMARY RESPONSIBILITIES**:

- **Technical Skills**_
- Demonstrated thorough knowledge of current Information Technology best practices and ability to provide innovations solutions to problem solving.
- Maintain software and hardware updates for the various CanOps PCs, servers, printers, and other hardware needs.
- Repair PC, server and printer hardware as needed.
- Troubleshoot and resolve desktop software and hardware issues.
- Ensure the security of the environment is kept in accordance with Cyber security best practices, policy and procedures
- Provide deployment of patches and upgrades in accordance with policy and procedure
- Help assess current technological trends and determine organization/agency needs to lead the ongoing introduction of new technology and processes; and provide local technical support and expertise when needed, Including directly to clients of CanOps.
- Provide support for data management and analytics and liaise to help find solutions.
- **Health and Safety**_
- Maintain safe work areas; organizing and managing space effectively.
- **Documentation**_
- Ensure that software and system documentation is up to date and accurate
- Report to management on upcoming license, certificate or service agreement renewals.
- Create, update and provide documentation when needed.
- **Project Management**_
- Actively participate and aid other team members in the management and implementation of projects.
- **Customer Service**_
- Establish and maintain an effective working relationship with associated agencies, clients, contactors and vendors.
- Assist all system users and strategic partners with training.
- Assist internal clients with all technical issues including coordination of out of scope areas for example: Data management projects (SARNIF, Alberta Fire etc.)
- Assist management by attending meetings, conferences and other activities related to the effective operation of the technical services environment;
- Must be able to communicate fluently in English (written and oral)
- **Operational**_
- Assist in the support and maintenance of computing systems and infrastructure technologies, ensuring that current policies in place match operational guidelines.
- Work on quality improvement initiatives and assist in the investigation of system operational complaints and failures.
- Ensure operational readiness of all systems and services including remote user functionality while on duty and taking appropriate action to maintain this status.
- Must be highly organized, motivated and focused
- Commitment to excellence and high standards.
- The IT Technical Analyst will participate in the after-hours on call rotation.

**QUALIFICATIONS**:

- A Diploma or Certification in the Information Technology field with minimum 5 years practical experience supporting enterprise IT systems, or an equivalent combination of education and experience obtained in another suitable manner.
- Experience with AD, DNS, DHCP
- Experience with physical and virtual server and storage technologies
- ITIL Foundation certified v4
- Comptia Security+ or equivalent
- Comptia A+ or equivalent
- Microsoft Office certifications

**COMPETENCIES**:

- Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.
- Problem Solving - Identifies and resolves problems in a timely manner. Gathers and analyzes information skillfully.
- Communication - Strong oral and written communication. Clear, concise and timely interactions both external and internal. Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification;
- Time and Organization Management - Ability to manage multiple projects and meets all deadlines. Quickly changes focus between projects and day to day work as emergencies arise. Requires the ability to multi-task.
- Independence - Ability to act independently and decisively within the frame-work of the appropriate terms of reference.
- Technical Skills. - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
- Professionalism—Carry oneself with integrity with all internal issues and inter-agency relationships.
- Critical Thinking—Ability to