Technical Support Analyst

Technical Support Analyst  

Bank on more than a career.

DUCA exists to help people do more, be more and achieve more with their money and their lives. If you’re looking for a career that includes an exciting workplace environment, amazing opportunities for growth and a chance to make a difference in your community, DUCA is the place for you. 

Location: DUCA’s Head Office – 5290 Yonge St., Toronto ON

Job Summary

The selected candidate will provide first line helpdesk support to DUCA front line staff, assisting them with hardware and software issues via phone and ticketing system.  

The incumbent will use their experience and knowledge of Windows and other software to troubleshoot various software and hardware issues.

Individuals best suited for this role are detail oriented with great communication skills and an ability to troubleshoot problems. Experience working in the financial services industry is considered an asset.   

Major Duties and Responsibilities

• 1^st Level Desktop Support for Internal Customers
• Record, track, triage, escalate, and update DUCA staff’s IT requests using DUCA’s Help Desk ticketing system
• Respond to all users phone calls and trouble tickets in an efficient, proper and professional manner, demonstrating a strong service-orientation
• Support users remotely using remote control tools
• Hardware deployment, relocation and configuration
• User onboarding and off-boarding
• Some IT Project work
• Some travel within extended GTA to support branches, may be required

Minimum Skills and Qualifications

• Proficient with Microsoft Office suite of products
• Experience in using Windows 7/10
• Experience with system imaging, specifically Microsoft WDS
• Strong written and spoken communication and collaboration skills
• Demonstrated problem solving, critical thinking and analytical skills
• Experience using Help Desk software
• Ability to prioritize and manage workload
• Understand Service Level Agreements (SLAs)
• Knowledge of AD, Group permissions and NTFS file system permissions
• Basic understanding of Group Policy
• Basic understanding TCP/IP networking

Assets

• Microsoft Certification
• Prior experience working with a Banking System
• Experience supporting Central 1 Member Direct or another Online Banking System
• Credit Union experience
• Phone system administration

DUCA fosters a culture where contribution, communication and community are valued and encouraged. We offer competitive compensation and benefits and the opportunity for growth and development.

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 both their resume and coverletter. We thank all applicants but only those considered for an interview will be contacted.