Technical Support Analyst
Empire Communities
Vaughan, ON
The Technical Support Analysts role is to provide end user support and ensure organizations computer and software programs run efficiently and effectively to fulfill business objectives. This includes installing, diagnosing, repairing, maintaining, and upgrading all end-user devices and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by remote tools, by telephone, or via chat) in a timely and accurate fashion, and provide end-user assistance where required.

Technical Support Analysts is also responsible for troubleshooting applications and software for all internal customers and for assisting in the design, delivery, and improvement of off-the-shelf and in-house software applications training programs and related courseware.

Key Functions Duties

Responsibilities of this position include, but are not limited to:

  • Receive and respond to incoming calls, service desk tickets, email, or chat regarding equipment incidents.
  • Install, configure, maintain, problem determination and troubleshoot Windows desktop operating system-based computer hardware, peripherals and software applications and Apple Mac based computers and software applications
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Perform moves, adds, and changes (MAC) requests as they are submitted.
  • Support and setup Video Conferencing, Physical Security, Visual/Audio and Telephone Phone Systems
  • Incident tracking follow-up
  • Maintain asset lists for PCs, servers, routers, phones, cell phones, printers etc.
  • Build Knowledge base for known issues and resolutions
  • Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Record and manage equipment sent to repair depots for equipment under warranty or service contracts.
  • Assess the need for and implement performance upgrades to end-user devices based on software technical specifications.
  • Collaborate with Service Delivery Manager to ensure efficient operation of the companys end-user computing environment.
  • Perform preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, and so on.
  • If necessary, liaise with third-party support and equipment vendors.
  • Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.
  • Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
  • Maintain and enhance performance of all new and existing software and applications across the organization.
  • Identify and learn appropriate software applications used and supported by the organization.
  • Participate in the design, development, and delivery of software applications training programs and individual classes.
Skills and Qualifications

Formal Education Certification

  • College diploma or university degree in the field of computer science, information systems, and/or 5-10 years equivalent work experience.
  • Certifications in ITIL and/or Microsoft would be preferred.
Knowledge Experience

  • In-depth, hands-on knowledge of and experience of Active Directory services, Microsoft Exchange, Microsoft Office products, Citrix, VMware and Cisco Products.
  • Strong Networking and Security skills
  • Strong analytical, problem-solving and troubleshooting skills to provide solutions to hardware and software problems on server and desktop computers
  • Ability to convey technical issues to non-technical people
  • Problem solving, presenting technical information, process improvement, software maintenance, software testing, vendor relationships, software performance tuning and network performance tuning
Personal Attributes

  • Highly self-motivated and directed.
  • Ability to absorb new ideas and concepts quickly.
  • Good analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Ability to present ideas in business-friendly and user-friendly language.
  • Very strong customer service orientation.
  • Excellent written, oral, interpersonal, and presentation skills.
  • Experience working in a team-oriented, collaborative environment.
Work Conditions

  • Occasional travel between locations in Canada and US.
  • Sitting for extended periods of time.
  • Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
  • Lifting and transporting of moderately heavy objects, such as computers and peripherals.