Technical Support Analyst

Technical Support Analyst

Job Purpose & Summary

Reporting to the Manager, Technical Support, the Technical Support Analyst provides helpdesk support to DUCA employees by resolving hardware and software issues remotely and in person via phone, remote support tools, and DUCA’s ticketing system. The incumbent will use their experience and knowledge of Windows and other software to troubleshoot various software and hardware issues.

Demonstrating a customer-service approach, the Technical Support Analyst pays close attention to details while troubleshooting problems and communicates effectively with employees at all levels of the organization.  

Key Accountabilities & Duties

• Provide end-user facing desktop support for all internal clients
• Record, track, triage, escalate, and update employee IT requests using DUCA’s Help Desk ticketing system
• Respond to all users in a timely manner and troubleshoot tickets efficiently and professionally, demonstrating a strong service-orientation and adherence to corporate IT standards
• Provide remote technical support using remote control tools
• Track and resolve multiple competing priorities while keeping end users updated on the progress of their open requests
• Document issue resolution progress via detailed notes on steps taken in tickets
• Hardware deployment, relocation, and configuration
• Onboard and offboard users within DUCA’s network
• Communicate technical challenges and issues in a way that is clearly understood by DUCA employees at all levels; create instructions and other documents in a clear and easy to follow manner
• Assist with IT projects
• Attend and transport IT related equipment to DUCA branch locations

Occupational Experience & Education Requirements

• Experience using PDQ Deploy is an asset
• Experience imaging Desktops/Laptops
• Experience configuring Network/Standalone Printers
• Experience using Help Desk software
• Experience in AD, M365/O365 administration
• SharePoint and Bell Total Connect administration is an asset
• Prior experience working within a Financial Institution an asset
• Experience supporting Central 1 Member Direct or another online banking system an asset
• A+ / Network+ / Server+ an asset
• Post-secondary education in a related technical field
• 3+ years of technical support experience
• Microsoft Certification (Windows 10 desktop support / Azure / 365)
• Experience / certification in Mac OS and iOS support
• Experience in using and supporting Windows 10/Windows Server 2016/2019

Knowledge, Skills & Attributes

• Demonstrated strong proficiency with Microsoft Office suite of products
• Strong written and verbal communication skills
• Team-player with a customer-service mindset who enjoys helping people and collaborating with others
• Demonstrated trouble shooting problem solving, critical thinking, and analytical skills
• Ability to prioritize and manage workload to meet established service standards
• Knowledge of Active Directory, Group permissions and NTFS file system permissions
• Basic understanding of Group Policy
• Basic understanding TCP/IP networking
• Strong ability to track multiple competing priorities and keep end users updated on the progress of their open requests
• Ability to keep detailed notes on steps taken in tickets
• Demonstrated ability to create easy to follow documentation

Working Conditions

• Travel to DUCA’s branches within the GTA is required with the ability to transport printers, desktop computers, etc. when needed to support a service call.
• Rotating evening and weekend availability is required to provide paid on-call support.
• Ability to lift 40lbs and work under desks when deploying workstations.

Department: Information Technology

Primary Location: Corporate Office - 5255 Yonge Street, Toronto, ON M2N 6PN

Employment Status: Full Time

Hours per Week: 38

Job Grade Level: 4 (Four)

About DUCA

DUCA exists to help people do more, be more and achieve more with their money and their lives. We’re driven by a co-operative philosophy that puts our Members (and Owners) at the centre of every decision we make, gives them a voice in how we’re run, and rewards them for their loyalty by sharing our profits.

At DUCA, we’re dedicated to creating a positive environment where our employees have growth and development opportunities, a healthy work/life balance, opportunities to give back to the community, and a focus on doing what is right for our Members. DUCA offers a competitive total compensation package including base salary, a short-term incentive (bonus) program, a comprehensive benefits program, pension plan, and employee banking benefits.

DUCA is committed to employment equity and encourages applications from all qualified candidates. Recruitment related accommodations will be provided upon request.

Qualified applicants are encouraged to submit their application. Applications must include both a resume and cover letter.

We thank all applicants but only those considered for an interview will be contacted.