IT Support Analyst TFT

The Corporation of UCLG•Athens, ON

21h•CA$36 - CA$43•Onsite

About The Position

The IT Support Analyst is a responsive and supportive role to local and remote users. Providing the first point of contact, the Analyst will triage, troubleshoot, provide training, and assist with purchasing requirements of most information technology equipment including: desktop/laptop/VDI equipment, applications, telephony, and mobile devices.

Requirements

College diploma in Computer Science or equivalent experience.
A minimum of one (1) year of experience in IT support or similar role.
Proficiency with the latest Microsoft client OS (Operating System) is a must.
Proficient in Microsoft Office Suite (Word, Excel, Outlook).
Excellent interpersonal and communication skills; both written and verbal.
Proven organizational, problem-solving, and decision-making skills.
Goal/deadline oriented.
Meticulous attention to detail and a strong degree of accuracy/reliability.
Ability to work independently and as part of a team.
Customer oriented with a professional presence.

Nice To Haves

MCP and MTA certification an asset.
A+ Hardware certification an asset.
Experience with Android and iOS would be an asset.

Responsibilities

Assess and provide solutions to clients by recommending equipment ordering from approved standards, installing, configuring, maintaining, and troubleshooting computer equipment, systems, applications, and services.
Process service requests and incidents using the corporate ITSM. Tickets will cover an array of issues from general computer usage assistance to issues preventing them from being able to do their job to major issues such as outages at a specific location.
Identify trends and problems reported in the ITSM.
Adhere to Incident Management and Service Desk standard operating procedures.
Provide specific training to end users based on need.
Instructs and assists Counties staff on the use of software, hardware, network procedures and hardware maintenance as required.
Manage user accounts in Active Directory as well as a number of separate applications based on role for new employees.
Perform onboarding and offboarding service requests following IT guidelines.
Following IT guidelines assigns and maintains network, e-mail, application, internet, and telephony access through the administration of user ids, passwords, and access control lists.
Provides computer consulting services to clients on a project or enquiry basis according to IT standards and procedures.
Process nonstandard services requests that are related to changes in an end users day to day operations due to a project or network testing.
Assists in the research, evaluation, and recommendation of computer equipment requested by the client, with the approval of the Network Supervisor.
Maintain accurate and timely records of support activities within the ITSM.
Participate in periodic reviews of IT procedures, knowledge base content and documentation.
Support IT’s emergency response and disaster recovery procedures as needed.