Position: IT Support Analyst

Program: Information Technology

Status: Full-time

Position Description: Surrey Place’s Information & Communication Technology department is looking for an IT Support Analyst to provide front-line support within a fast-paced Service Desk Team.

The successful candidate will have a passion for operational technologies, while demonstrating the ability to work in a cohesive team environment.

Main Responsibilities:

• Provide technical support by addressing requests assigned through Service Desk tickets, phone call, walk-in client or email.

• Troubleshoot network, computer and software systems as required.

• Develop and update all documentation related to Service Desk task, including process, how-to and self-help documentation.

• Hardware diagnostic and repair; escalate requests to third parties when necessary.

• Provide clients guidance and assistance with technological problems while ensuring security, privacy and IT policies are followed.

• Maintain the imaging and deployment of hardware, ensuring computers meet security and privacy policies.

• Update and upgrade images as needed within imaging systems.

• Process the onboarding and offboarding of employees.

• Order and maintain IT hardware inventory (laptops, desktops, tablets, monitors, cell phones)

• Ensure assets are updated in the asset management system.

• Ensure service level agreement targets are met and client satisfaction with service desk interactions are positive.

Qualifications:

• Bachelor degree/college diploma in information technology or a related field OR equivalent professional experience.

• Strong interpersonal, communication and teamwork skills – able to communicate with all levels of the organization effectively and professionally.

• Able to research and learn new technologies on their own.

• Experience working with Atlassian products (Confluence, Service Desk)

• 3 years’ experience managing Mobile Device Management technology.

• Understanding of ITIL concepts.

• 3 years’ experience troubleshooting, resolving and triaging technology related issues.

• Knowledge of Windows Desktop and Server platforms

• 3 years’ experience maintaining images in MDT/SCCM.

• 3 years’ experience managing and maintaining Microsoft Office 365 tenants and other products (Teams, SharePoint, Exchange)

• 3 years’ experience supporting and deploying VOIP and/or SIP phone systems.

• Must be able to lift up to 40lbs and willing to travel within the Greater Toronto Area as required.