Technical Analyst

**What you'll do**:
**Service Desk Support**
- Respond to and resolve tickets in the Deskside Services and Mobile Administration queues within defined SLAs.
- Act as an escalation point and provide backup support for Service Desk Technicians as needed.

**Endpoint and Hardware Management**
- Oversee endpoint devices and manage the full lifecycle of mobile devices, including provisioning, deployment, maintenance, and decommissioning.
- Test, package, and deploy driver or firmware updates for endpoints and accessories.
- Configure operating systems and prepare them for deployment.
- Troubleshoot and resolve endpoint failures, providing clear recommendations for next steps.
- Create and administer Virtual Machines and Azure Virtual Desktops.
- Maintain and troubleshoot peripheral devices, such as docking stations, monitors, and scanners.

**Security and Vulnerability Management**
- Monitor patch statuses and address remediation issues efficiently and effectively.
- Configure and automate patching using tools such as Windows Autopatch, Intune, and Recast Application Manager.
- Resolve endpoint vulnerabilities identified by the security team.
- Implement firewall and group policy rules.
- Review, test, and install Windows OS patches for servers and endpoints.

**Network Connectivity Support**
- Provide first-level support for connectivity issues involving Wi-Fi, VPNs, and wired connections.
- Assist with basic DNS and DHCP configurations for network-connected devices.

**Onboarding and Hardware Rollouts**
- Set up workstations, peripherals, and assist with hardware rollouts for employees.

**Research and Recommendations**
- Research and evaluate new software and hardware solutions, present recommendations to the Manager.
- Research and implement security best practices for hardware and software configurations.

**Specialized Hardware Support**
- Provide hardware support and perform maintenance for the SCIC Drone Program.

**Documentation**
- Document maintenance and installation procedures for both hardware and software.Create knowledge articles for internal teams and user-facing references.

**Qualifications**:

- Diploma in Computer Science or Computer Engineering supplemented with 2 years related experience in a Desk side services or technical support role OR have Microsoft certifications (e.g., Modern Desktop Administrator Associate, Azure Administrator Associate) or CompTIA certifications (A+, Network+, Security+) supplemented with 5 years related experience in a Desk side services or technical support role.
- ITILv4 Foundations Certification an asset.
- Advanced knowledge of computer hardware, Microsoft products, and their implementation and maintenance.
- Strong understanding of networking (e.g., DNS, DHCP, VPN), operating systems (Windows and mobile platforms), and virtual desktop environments (e.g., Azure Virtual Desktop, VMware).
- Familiarity with patch management tools (e.g., Intune, Windows Autopatch, Recast Application Manager) and vulnerability remediation.
- Strong problem-solving skills, with excellent verbal and written communication abilities.

**Competencies**:

- **Personal Leadership and Development**:Models integrity and inclusiveness by being open, acting with empathy, sharing resources/knowledge across teams and being respectful of all skills and viewpoints. Seeks out continuous learning opportunities to further develop skills.
- **Strategic Thinking**:Has a clear understanding of organizational objectives and aligns daily tasks to strategic goals. Ensures that individual objectives reflect the organizational direction. Translates high level and complex information into realistic plans.
- **Decision Making**:Decisions are aligned with position responsibilities, boundaries and organizational policies and practices. Able to adapt decisions based on new and changing information. Explains the rationale for decisions and how it may impact the workplace.
- **Innovation**:Looks at problems or issues from a variety of angles. Seeks opportunities for innovation and continuous improvement. Reflects on current environment and how the change will be received.
- **Analytical Thinking**:Uses multiple sources to gather complete and accurate data. Asks pointed questions and does research to learn more about the issue. Identifies and breaks down critical components of complex situations to determine root causes.
- **Team Collaboration**:Respects contributions of all team members, demonstrating cooperation and support for team decisions. Shares knowledge and experience with others. Brings forward ideas, solutions and concerns to help the team problem solve and build solutions.
- **Building Organizational Community**:Works independently, interdependently and participates as a contributing member across work teams. Builds rapport and ensures others are informed. Encourages all team members to participate and offer ideas.
- **Communication**:Responds to concerns in a respectful manner. Presents information w