Analyst, Technology Support Services

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Purpose of the Role

The Analyst, Technology Support Services (Field & AV Support) is responsible for supporting the firm’s desktop computing environment—ensuring its continuous availability and reliability so the business can rely on IT equipment and services. In addition, the Analyst, Technology Support Services is expected to participate in shaping, implementing and following established best practices. Interaction with Executives, Services Groups, Service Providers, and Technical Support groups is an essential function of this role. Client service is considered of the highest priority.

Key Responsibilities:
Technical Support (75%)
- Provide hands on IT technical support to all end users.
- Provide support for connecting and configuring video conferences, presentations, video recording and event technology.
- Troubleshooting of AV hardware.
- Check all AV rooms weekly to ensure proper functionality and ensure all rooms are kept neat and free of safety hazards.
- Provide training to end users with varying skill levels on use of AV equipment.
- Plan, setup, and support AV needs of special events
- Work with external AV vendor as needed.
- Provide 1st level support for all mobile smart phones.
- Participate in the rollout of new technology.
- Manage the 2nd/3rd level support of incidents escalated by the National IT Service Desk team.
- Manage assigned incident and support request tickets.
- Assist with onsite server support.
- Continuously look to improve and evolve the operation of deployed IT solutions.
- Address escalations and complaints, involving coordination of resources to prevent recurrences and potential impact on facility operations.
- Decommission/dispose of IT equipment, when necessary
- Other duties as assigned by the Director, Technology Support Services.

Administrative Support (15%)
- Write process and training documentation as requested for training National Help Desk (Call Support) personnel.
- Provide regular reports as required enabling IT services to be managed effectively.
- Enter problems into ticketing system, resolving and closing calls. Escalate and track the resolution of issues, and conduct client follow-up.
- Maintain accurate and complete up-to-date software and hardware inventory records.

Special Projects (10%)
- Research, plan and assist with special projects as assigned by the Director, Technology Support Services.

Key Competencies
- University Degree or College Diploma in Information Technology (or equivalent work experience and/or certificates).
- Five or more 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 firms Mobile Device Management System.
- Excellent written and verbal communication skills.

Other Requirements:

- 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 mínimal supervision and take initiative.
- Availability to work overtime, when necessary.
- Availability to provide on-call after-hour support.

The expected salary range for this position is $77,000 - $90,000, depending on level of experience, region/location, and other factors.