Technical Support Analyst

**Title**
Technical Support Analyst

**Reports To**
Director, Information & Technology

**Location**
Kingston, Ontario

**Summary**
Green Infrastructure Partners (GIP) is one of Canada’s largest and most diversified infrastructure companies. We derisk the most challenging parts of construction by offering vertically integrated infrastructure solutions for public and private projects of every scale.

For over 40 years, our teams have been designing, delivering, and maintaining infrastructure for Canada’s growing cities. From excavating and demolition to foundations, paving, and the production of materials, we have the unique ability to complete an entire project without the need for subcontractors. Green is in our name because we believe in the necessity of sustainable solutions. We’re leaders in energy efficiency and we’re at the forefront of incorporating recycled and reused materials.

**Job Duties**
- Ensure the security and confidentiality of all information managed by the Information Technology (IT) department in support of the company’s operations and legislation.
- Ensure the ongoing protection and integrity of the information systems technology assets of the company
- Promote and represent the corporate culture and core values in all aspects of the job duties

Technical:

- Identify, research and resolve technical requests by using tools available to efficiently diagnose and resolve them
- Install, modify, and repair computer hardware, software and accessories
- Prepare requisitions for hardware, software and other IT related purchases
- Performs hardware and software relocation and reconfiguration
- Documents and conducts system monitoring of hardware, software, phone systems and network resources to ensure high level of availability, performance, security and integrity
- Run diagnostic programs to resolve issues
- Document all network infrastructure changes
- Create and maintain Standard Operating Procedures (SOP) in designated software to assist with efficiency and reduce reactive hours
- Manage IT assets including onboarding and offboarding
- Successful completion of assigned quarterly objectives including training
- Remain up-to-date with current and future technologies emerging in the industry

Ticketing Triage:

- Record and accurately document all incidents, services and changes in ticket system following ITIL best practices
- Determine issue priorities and execute timely and accordingly
- Monitor and analyze tickets to take preventative action to ensure service levels are met

Manage user expectation:

- Set reasonable follow-up time based on the current ticket backlog and availability of resource
- Properly assess and effectively communicate next steps to customers
- Provides end-user technical support

Ensure user satisfaction:

- Follow-up with customers on tickets throughout the lifecycle of the ticket
- Assist with “on-call” responsibilities
- Attend all meetings

**Qualifications**
- Diploma or post-secondary education in Computer Science
- 5 years of experience in network / IT systems involving troubleshooting
- ITIL certification
- Driver’s License (Class G)
- Industry certifications are preferred, specifically Microsoft, VMWare and Cisco.
- Active directory, group policies, Windows Servers, MS Exchange, MS office & tools, VoIP, backup tools, SAN, VPN, mobile phones, firewalls, routers, network security
- Critical thinking and problems solving skills
- Customer service oriented
- Excellent English verbal and communication skills
- Well organized and prioritize issues
- Bilingual (French) is an asset

We thank you for your interest. Only those selected for an interview will be contacted.

Green Infrastructure Partners Inc. “GIP”, is an equal opportunity employer and encourages women, Aboriginal people, persons with disabilities and members of visible minorities to apply. We seek to hire individuals with diverse characteristics, backgrounds and perspectives.

We strongly believe that world-class talent makes no distinctions based on gender, ethnic or national origin, sexual identity and orientation, age, religion or disability, but enriches itself through these differences.

GIP will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs.

**Job Types**: Full-time, Permanent

**Benefits**:

- Company pension
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- Vision care

Schedule:

- 8 hour shift
- Monday to Friday