Desktop Support Analyst

Central 1 cooperatively empowers credit unions and other financial institutions to deliver banking choice to Canadians. Central 1 provides critical services at scale to enable a thriving credit union system. We do this by collaborating with our clients, developing strategies, products and services to support the financial well-being of their more than 5 million diverse customers in communities across Canada. For more information, visit www.central1.com.

What we offer:

• Work-life flexibility
• Hybrid work environment
• One time allowance to set up your office for remote first employees
• Variable annual incentive plan
• Generous annual vacation allotment
• Top-notch flexible benefits plan
• Retirement Plan, matched contributions at 6%
• Access to a learning platform and educational assistance support
• Career development opportunities
• Wellness Flex Fund to support personal interest and activities
• Day off to volunteer in your community and other paid time off options
• Corporate discounts

Job Summary:

As Desktop Support Analyst, you will work with a collaborative team and provide support to PC users at basic to complex levels, including installations, support, and training on various hardware, software, printers, telephones, and other devices such as smartphones/tablets.

This will be an onsite role in our Vancouver office.

What you'll be doing:

• Responds to Help Desk requests, calls, and emails as quickly as possible. Gathers sufficient information to diagnose the problem and provides telephone support and desk side support.
• Expedites problems escalated to Systems or Infrastructure staff and follows up to ensure resolution.
• Installs and supports various hardware, software, printers, telephones, and other smartphones/tablets.
• Sets up and installs new computer systems according to established standards and ensures the prompt return of old equipment.
• Supports drive and data encryption applications in several contexts.
• Maintains secure configurations on all laptops according to strict standards.
• Ensures operational continuity and prevents data loss on behalf of users.
• Maintains and installs meeting rooms systems in the office.
• Communicates effectively with users and colleagues to expedite problem resolution and ensures issues are resolved through adequate follow-up.
• Provides desk-side orientation and training of hardware, software, telephones, and other devices such as smartphones/tablets.
• Maintains accurate and complete documentation of calls received and tracks activities with applicable tracking tools.
• Creates documentation for help desk systems and procedures and recommends changes to improve productivity and efficiency of the help desk process as appropriate.
• Participates in or undertakes project-related tasks.
• Maintains current knowledge of Central's hardware and software, application functionality, and the high-level architecture of Central's hosting environment.
• Provides off site physical support as needed.
• Performs other duties required to deliver exceptional service and support Central's business goals.

What you'll have:

• College diploma in computer science (or equivalent).
• 5+ years of relevant technical support experience in a Help Desk environment supporting a large number of clients.
• Knowledge and experience with Mac and Linux systems.
• Advanced support knowledge of Ubuntu OS is a bonus.
• Thorough knowledge of the principles, methodologies, tools, and techniques of technical desktop support.
• Advanced knowledge of hardware components, operating systems, and applications, including good working knowledge of Active Directory user and computer management, IP, DHCP, and Exchange System management.
• Ability to gather information, diagnose and analyze various complex technical issues and deliver creative and innovative technical solutions.
• Ability to produce effective operational and systems documentation.
• Strong analytical, problem solving, organizational, and time management skills.
• Ability to communicate effectively both orally and in writing with clients, technical teams, and other co-workers, work to schedules and adapt quickly to changing priorities and business needs.
• Strong customer service and interpersonal skills.
• Ability to work on multiple projects in a team environment.
• Scripting knowledge.

Salary Range:

$60,000 - 64,600

The salary represents the job rate determined for the successful candidate who is fully competent in the role. The actual salary will vary depending on market conditions and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training.

#LI-Hybrid

Central 1 is an equal opportunity employer and committed to building an inclusive workforce by creating an environment where everyone feels like they belong and has the opportunity to be successful. We welcome all applicants to join our diverse workforce and we will provide an accessible candidate experience including, but not limited to accommodations to interview sites and alternate formats upon request to our Recruitment team.