IT Support Analyst

IT Support Analyst Job Description – Vaughan Office

Summary:

The IT Support Analyst will provide first and second line technical support to internal staff and clients. The successful candidate will require an aptitude for working with a variety of software and hardware technologies to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role. Coverage includes the Mississauga office as well as remote users at other BPA office locations and remote/mobile workers.

Please note this role will require you be onsite 5 days a week.

Duties and Responsibilities

• Act as a single point of contact for phone calls, emails, and Help Desk tickets from staff regarding IT issues and inquiries.
• Receiving, logging and managing all Help Desk channels from internal staff via telephone, email, or Manage Engine Service Desk application.
• Maintaining an Asset Database and track changes for user hardware, software, and special/custom configurations.
• 1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as Mobility devices, PCs or laptops, and Printers.
• Troubleshoot basic network issues.
• Escalate unresolved tickets to the Infrastructure/System Administrator support team.
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Provide basic in-house training in desktop applications used within the organization (Office 365, Adobe, etc.).
• Provide stats for the weekly Service Desk report on call trends.
• Publishing support documentation to assist staff with requests for information & provide staff training if required.
• Active Directory and Office365 administration knowledge. Creating user accounts, reset passwords, create groups, set up new users, etc.
• Ordering, building and/or deploying computer hardware such as desktops, laptops, docking stations, multiple monitor setups, including profile/data transfer from old equipment to new.
• Support of External BPA Clients onsite with their own networks, hardware, software, and general IT support needs.
• To arrange for external technical support where problems cannot be resolved in house.

Knowledge and Skills Requirements

• Excellent communication skills in person, written (email), and verbal (telephone).
• 2 years previous IT Service Desk and/or Technical Call Centre experience required.
• Incident Management experience – Managing incidents including business expectations and communication, as well as documenting resolution and providing other related incident closure notes.
• Experience in administering Security Groups, Active Directory, Office365 in a Microsoft-based office environment.
• Strong knowledge of Microsoft based operating systems with emphasis on Windows and Office applications.
• Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation).

• A diploma or high school education with technical training.
• 2-3 years of troubleshooting experience with hardware or software customer services.
• Knowledge of Windows O/S, Server O/S, and all other Microsoft application and laptop troubleshooting.
• Travel to other office locations with the GTA required, coupled with good driving record and available vehicle.
• Must be able to lift up to 30 lbs (computer equipment) as needed.

• An ITIL qualification is preferable but not essential.
• MCP certification would be desirable.

Benefit Plan Administrators welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.