IT Support Analyst

Job Reference #: 170366

Company Overview 

• Office Location: Toronto, Ontario, Canada. In office. 
• Contract Duration: 6 Months. 
• Language: English.

Key Responsibilities:

Our client's Toronto office is looking for a technology analyst to provide end-user support to our diverse base of professionals.

As a member of the Support Services team within the client's Information Technology Services organization, the successful candidate will report into the IT Manager for the Toronto region. ITS personnel are also members of the larger  Management Services organization that delivers internal services to the firm’s practitioners and staff.

The incumbent will possess strong oral and written communication, technical and problem resolution skills.  The incumbent will be responsible for providing hardware, software and basic network support, documenting issues and resolutions, following incident management processes, maintaining inventory and completing other duties as assigned. The successful candidate should have the ability to work in a demanding environment both independently and within a team environment.

Positive, resilient, resourceful and dedicated to delivering high quality service, the successful candidate will act as a primary point of escalation for all technology-related issues in the supported practice offices. The incumbent will demonstrate strong collaboration skills in working with fellow technicians and with the Information Technology Services support teams who oversee centralized service provisions.

Role and Responsibilities

•             Provide onsite end-user support at the client's Toronto and Vaughan offices.

•             Provide remote end-user support to staff across Ontario and Atlantic regions.

•             Configure, deploy, troubleshoot and provide hardware support for firm notebook computers, mobile devices and printers.

•             Create, update and track support tickets using the firm’s incident management tool.

•             Facilitate computer repairs with vendors to ensure hardware is properly maintained to standards.

•             Provide end-user support/training on new and existing applications.

•             Participate in small operational projects within the assigned region.

•             Update and maintain inventory records in the firm’s asset management system.

•             Identify opportunities for innovation in client service delivery and process efficiency.

•             Participate and engage actively in periodic team, Support Services or ITS meetings.

•             Ability to work within flexible hours between 7:30am and 5pm.  Weekend and after-hours support may be required to meet project specific timelines and goals.

•             Move, install, set up, and configure IT equipment within our various locations.

Education/Experience:

•             Post-secondary education, in an IT discipline.

•             2-3 years of experience providing hardware/software support in a Windows environment (especially Windows 10), with advanced knowledge of supporting Microsoft Office 2016/Pro Plus, O365 and other software applications. 

•             Troubleshooting within the MacOS environment is an asset

•             Familiarity with Microsoft Skype/Teams conferencing and audiovisual technologies is an asset.

•             ITIL Foundations Certification is an asset.

•             A relevant Microsoft certification is an asset.

•             Eligilble for federal security clearance.

•             Experience working in a networked environment and ability to perform moderately complex troubleshooting of networked devices (laptops, tablets, mobile devices, printers).

•             Demonstrated ability to resolve moderately complex technical issues, providing accurate analysis and suggesting appropriate solutions.

•             Strong interpersonal, troubleshooting and organizational skills.

•             Consistent, timely delivery of high-quality work with an ability to prioritize tasks based on relative importance and urgency.

•             Flexibility, energy and ability to work well with others in a team environment.

•             Demonstrated ability to collaborate within a team and across teams (to help improve processes or services).

•             Demonstrated ability to operate under minimal supervision, with virtual interaction.

•             Effective verbal and written communication skills and ability to work with diverse cultures, sometimes in a virtual environment.

•             Proven ability to work with all levels of management.     

**We thank all applicants for applying, however only those considered for an interview will be contacted directly**

Spirit Omega is committed to a diverse and inclusive workplace.  We welcome applications from anyone, including members of visible minorities, women, Indigenous peoples, persons with disabilities, persons of minority sexual orientations and gender identities, and others with the skills and knowledge to productively engage with diverse communities.

Looking for more opportunities? Check out our website at www.spiritomega.org.