IT - Technical Support Analyst

Your Impact at Willowdale Asset Management

At Willowdale Asset Management, we're looking for passionate professionals who are eager to help us shape the future of our industry.

The Technical Support Analyst supports, troubleshoots, and resolves end-user issues and concerns through defined processes & tools as well as installs, diagnoses, maintains and upgrades all end-user devices and equipment to ensure optimal workstation performance.

This role is located at our Head Office in Vaughan, ON. This posting is for a newly budgeted position. The expected annual salary range for this role in $70,000 - $79,000/year. This position is also eligible to participate in our short-term incentive program.

Please note the compensation information shown above is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, candidate's geographical location, as well as market and business considerations.

What We Are Looking For

Your drive for excellence and entrepreneurial spirit will be cornerstones of your success. Here's what else we'd love to see:

• Post secondary education in Computer Science, Information Technology or a related field of study
• 1-3 years of experience in an IT support role
• Proficiency in Microsoft 365, Azure Services, A+, Network+, Microsoft Certifications, PMP, and scripting.
• Excellent technical knowledge of PCs and desktop hardware, as well as working knowledge to support and maintain the Windows Server environment.
• Demonstrated knowledge of installing, configuring, and supporting MS Windows, Workstation/Servers, Microsoft Office products such as Word, Excel, Outlook, other third-party software, and cloud-based and server-based applications in a complex multi-user environment.
• Excellent verbal and written communication skills, including demonstrated ability to interact and communicate with all levels of an organization.
• Strong problem-solver with the ability and passion to deliver personalized, customer-focused support to help resolve technical challenges
• Experience with the preparation of technical design, implementation, system administration and operational documentation.

You'll Stand Out if You Bring:

• ITIL Foundations certifications, Microsoft SQL, Power BI, HTML, CSS, an asset

The Willowdale Asset Management Experience:

Joining Willowdale Asset Management means joining a team that goes beyond expectations. Not only are we leaders in real estate investment performance, but we're also invested in your personal and professional growth. We offer a competitive compensation and benefits package designed to support your success, including:

• The opportunity to collaborate with other skilled and visionary professionals.
• Exclusive discounts through our Employee Home Ownership Program.
• Support for your wellbeing through our employer-paid benefits.
• Employer sponsored RRSP plans to help you invest in your future.
• Ongoing support for continuing education and opportunities for learning and development to help you grow your career.
• Organic Produce from our Community Supported Agriculture Program.
• Engaging social events throughout the year to celebrate our team.
• Recognition of achievements and milestones every step of the way.
• A company that values your time outside of work just as much as your time spent at work.

What You'll Be Doing Each Day

• Monitor ticket queues and respond to incoming calls, service desk tickets, email, or chat from end-user issues within SLA and uphold customer service standards.
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
• Manages computer software and hardware inventory, including maintenance and upgrades and replacements when necessary. Also includes working with vendors to procure necessary equipment and software.
• Troubleshoots and resolves applications and hardware issues for all end-users promptly.
• Installs, configures, and maintains Windows desktop operating system-based computer hardware, peripherals and software applications, and Apple Mac-based computers and software applications.
• Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Performs moves, adds, and changes (MAC) requests as they are submitted.
• Creates and maintains documentation and procedures for systems and services
• Collaborate with the IT team members to ensure efficient operation of the company's end-user computing environment.
• Perform preventative maintenance, including the installation of service packs, patches, hot fixes, and anti-virus software.

Who We Are

At Willowdale Asset Management, we are committed to achieving excellence in real estate investment performance. We are experts at identifying value and potential that others may overlook, crafting tailored solutions for our clients. By leveraging our local insights and financial expertise, we drive capital performance with precision and purpose. Our entrepreneurial spirit not only fuels innovation but empowers every team member to think creatively and take initiative. We foster a collaborative environment where diverse perspectives and bold ideas thrive, ensuring that every voice is heard and valued.

Join us at Willowdale Asset Management and you will become part of a remarkable team where excellence is not just a goal—it's our standard. Together, we will redefine success in the real estate investment industry.

Willowdale Asset Management is an inclusive employer dedicated to building a diverse workforce. We are committed to providing accommodation throughout the recruitment and selection process for any qualified applications under the respective provincial human rights codes. Please advise a member of our team if you require an accommodation to ensure your accessibility needs are accommodated. Any information received relating to accommodation will be addressed confidentially.

We use AI technology and tools to support streamlining parts of our candidate screening process. Every step involving AI is reviewed and guided by our People & Culture team to ensure objectivity, equity, and compliance with our company policies, federal and provincial legislation and create a people-centered experience.