Technical Analyst

**Join us to shape the future of St. Catharines** **About the City**: In the City of St. Catharines, we are committed to realizing the vision outlined in **The City of St. Catharines - Strategic Plan 2023 to 2027**. Our goal is to cultivate a city that thrives on safety, innovation, sustainability, and caring, not just for today, but for generations to come. Join our team and be part of a meaningful journey to shape the future of our community, leaving a lasting impact that extends far beyond the present. **About the Role**: We are looking for a Technical Analyst to join our IT team. In this role, you will support the organization's IT systems by providing technical support, troubleshooting hardware, software, network, and connectivity issues, and escalating as needed. You will assist with system maintenance and manage client hardware provisioning, deployment, and maintenance. You'll also play a key role in Mobile Device Management (MDM), ensuring compliance with organizational policies. Additionally, you will help implement and maintain Microsoft software solutions, including Office 365, and support the rollout of core city systems for smooth integration. Your proactive and collaborative approach will bridge the gap between technical teams and end-users, enhancing IT infrastructure stability and performance. **What You Will be Doing**: - (These set out the principal functions of the position and shall not be considered as a detailed description of all the work requirements)._ - ** Level 1 & Level 2 Support**:Respond to service requests from city locations and partners, recording updates in the Help Desk system. You will resolve hardware, software, and network issues, providing support for smartphones and troubleshooting O365 environments, while escalating unresolved problems. Additionally, you will install and configure PCs, laptops, and peripherals to ensure operational efficiency. - ** Supports Continuous Improvement**:Research and evaluate new technologies, standardize desktop images, and coordinate new releases. You will also set future directions for Microsoft, Apple, and mobile technologies to ensure the organization remains at the forefront of technological advancements. - ** Administration and Maintenance**:Maintain up-to-date software and systems, manage device encryption, and oversee Active Directory. Your responsibilities include configuring Microsoft 365 services, maintaining network printers, and managing AV technologies and network infrastructure to ensure seamless operations. - ** Implementations**:Implement client security strategies and manage hardware life cycles by regularly updating firmware and software. You will maintain backup strategies and liaise with service providers for voice and data cabling to ensure mínimal disruption and optimal performance. - ** Vendor and Student Management**:Coordinate third-party activities, ensuring compliance with standards and policies, while supervising student workers to maintain quality output. **About You**: **Qualifications**: - Three (3) year College diploma in IT, Computer Systems, Network Administration, or a related field. - Two (2) years of relevant work experience. - Certifications: Microsoft certifications (e.g., Microsoft Certified: Windows Server, Microsoft 365 Certified, CompTIA A+, ITIL, etc.) are preferred. **Skills**: - Experience in hardware support and troubleshooting in networked environments. - Experience with Microsoft Intune, 365, Configuration Manager (MCM), SharePoint, Exchange Online, PowerShell, and SQL. - Familiarity with Bell Total Connect and Webex Phone Management. - Knowledge of networking protocols, DNS, DHCP, and Active Directory. - Experience with printer/copier fleet management and digital signage administration. - Excellent troubleshooting skills for software, hardware, and network issues. - Strong organizational and multitasking abilities. - Proficient in creating technical documentation. - Effective written and verbal communication with non-technical users. - Customer service-oriented with a focus on high-quality support. - Independent work capability with task prioritization and deadline management. - A flexible work style and an aptitude for detail and accuracy. - Ability to perform duties that may involve working in awkward spaces or lifting and moving heavy hardware. - A valid class "G" driver’s license is required for periodic travel between locations. **Other Requirements**: - Proven completion of Ministry of Labour Worker Health and Safety Awareness training. - A demonstrated commitment to enhancing a safety culture. - Ability to travel between City work locations is required. - Proof of education will be required upon hire. **What’s in it for you**: - Salary & Benefits: Get a competitive salary plus health, dental, vision, and life insurance coverage (for applicable positions). - Pension Plan: Enjoy enrollment in the OMERS pension plan with matched contributions for a secure retirement. - Fl