Technical Support Analyst

1 week ago

Toronto, Canada Goway Travel Limited Full time

**TECHNICAL SUPPORT ANALYST - DESKTOP SERVICES**

The incumbent is responsible for providing desktop support services to all departments and subsidiaries of Goway Travel Ltd. related to the operation of computer hardware, software and telecommunications.

Using effective communication, technical, and analytical skills provides technical support including maintenance and upgrading of resources, develops and maintains positive working relationships with all contacts internal and external to Goway Travel Ltd.

**RELATIONSHIPS**:
Reports to: IT Manager

Other internal contacts: Staff

External contacts: Considerable interaction with suppliers, contractors, software and hardware support agencies

**MAJOR RESPONSIBILITIES/DUTIES**:
**Technical Support and maintenance of information systems**
- Essential Duties and Responsibilities include the following. Other duties may be assigned.- Developing desktop standard images, packaging, and desktop rollout processes
- Installing, supporting and replacing desktop, laptop, scanner, printer, and other end-user hardware, parts and peripherals as needed
- Providing technical support assistance to end users
- Developing and updating as necessary detailed documentation on software configurations, deployment processes, packaging procedures and test scripts
- Traveling as needed (mínimal)
- Support all desktop functions
- Track/monitor equipment issued and document assets accordingly
- Perform maintenance, system management functions on desktops, servers and VOIP phones
- Perform some network analysis where requested, then escalate when needed
- Maintains and updates the related database(s).

**REQUIREMENTS/QUALIFICATIONS**:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

2-3 years of experience with Microsoft Operating systems servers and workstations
Solid knowledge of desktop images, deployment of desktop environments
- Software installations and upgrading
- Have the ability to research online and work through problems- Strong software and hardware troubleshooting skills- Active Directory knowledge
- Ability to work in a team environmentParticipate in rotating off-hours on-call support.

Able to work different shifts.
- VOIP working experience a plus- Ability to work independently with limited direct supervision- Very organized- Able to lift 20Kg**PERFORMANCE COMPETENCIES AND CRITERIA**:
Performance criteria shall include achievement of tasks set out in the position description, annual major objectives, and the completion of special assignments including:
Core Performance Competencies for all employees of Goway Travel Ltd.
- Building Rapport
- Client/Customer Awareness.
- Interpersonal Relations
- Listening Skills
- Organizing/Planning Ability
- Personal Work Ethic

In addition to the Core Competencies identified as being required by all staff, the following competencies are also integral to the position:

- Analytical Skills
- Attention to Detail
- Conflict Resolution Skills
- Oral Communication and written Skills
- Technical Knowledge/Proficiency
- Tolerance of Stress

**Education**
- Post Secondary Diploma, preferably in Computer Systems Technology, or equivalent

Combination of education and experience

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