Application Support Analyst

1 week ago

Hamilton, Canada Alectra Utilities Full time

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The Opportunity

Job Posting Number:
**2024-247**

Position:
**Application Support Analyst**

**Location**:
**John St. (Hamilton)**
Reports to:
**Supervisor, IT Support Services**

Business Unit:
**Digital & Innovation**

Division:
**Information Technology
Hours per Week:
**35**

Rate of Pay:
**$36.26 - $53.24/hr**

Number of Openings:
**1**

Union:
**PWU**

Open:
**September 16, 2024**

Close:
**September 27, 2024**

**Position Purpose**:
Reporting to the Supervisor, IT Support Services this position is responsible for front line support of all end user computing technology and member of the Incident Management process for support services.

**Key Responsibilities/Accountabilities**
- Troubleshoot computer, printers and system issues.
- Maintain and update various customer databases (i.e. hardware/software).
- Configuration of network devices including switches, routers and firewalls.
- Manage customer defined projects or projects as assigned by Project Manager.
- Act as team leader and delegate tasks as required.
- Produce management information on quality of IT services to end users using available tool suites Vendor management and support participation.
- Provide support as a member of the Incident Management process for Support Services.
- Ensures support for PC policies, procedures and standards.
- Provide timely and accurate customer feedback to all reported issues.
- Maintain and develop Help Desk documentation procedures.
- Customer communication around changes in IT services, service availability, maintenance activities and customer education.
- Participate in Disaster Recovery.

**Education & Specialized Knowledge**
- Post-Secondary Degree/Diploma in Computer Science or equivalent knowledge and experience.

**Experience**
- 1-2 years plus experience in large IT infrastructure IT organization
- 1-2 years experience in IT Service Desk environment

**Skills/Abilities/Competencies**
- Strong interpersonal, organizational, and administrative skills, with focus on attention to detail
- Ability to work with mínimal supervision
- Ability to promote continuous improvement through innovation and technology
- Strong written, oral and presentation skills
- Energetic and enthusiastic team player committed to the overall success of IT and business organization
- Strong strategic, problem solving and analytical skills with ability to influence others and resolve issues
- Strong negotiation skills and training
- Requires basic knowledge of Occupational Health and Safety Act requirements as it relates to individual, organizational and operational requirements
- Proficient in Microsoft Suite of desktop products and operating systems
- Metric management and baseline reporting
- Good knowledge of cross function tool sets to monitor IT infrastructures
- Demonstrated knowledge of personal computer hardware installation and configuration.

How to apply

**FOR INTERNAL CANDIDATES ONLY: First consideration will be given to permanent employees in the PWU bargaining unit.

We thank all applicants for their interest in a career with Alectra. Only those selected for an interview will be contacted.

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