Sr Technology Analyst

TTI, Inc.•Toronto, ON

8d•CA$63,000 - CA$83,000•Onsite

About The Position

The Senior Technology Analyst, Client Technologies is a senior subject matter expert (SME) responsible for the design, deployment, support, and continuous improvement of end-user technology solutions. This role owns the day-to-day productivity experience for end users and serves as a trusted technical advisor in a highly customer-facing environment. This is a hands-on position that delivers high-quality Level 1 and Level 2 support, acts as an escalation point for complex issues, and partners closely with internal teams, vendors, and business stakeholders to standardize and optimize end-user technologies.

Requirements

University or college degree/diploma in Information Technology or equivalent hands-on experience.
Minimum 2 years of hands-on experience in an IT support or technology analyst role (senior-level capability expected).
Strong experience with Windows OS, macOS, Microsoft 365, and Office applications (Word, Excel, PowerPoint).
Experience supporting laptops, desktops, mobile devices, printers, and related peripherals.
Experience working with ticketing systems, preferably Jira, in a customer-facing support environment.
Strong troubleshooting, diagnostic, and problem-solving skills.
Excellent verbal and written communication skills in English.
Proven ability to communicate effectively with customers, vendors, and technical teams.
Ability to explain technical concepts in clear, simple terms to non-technical users.
Strong organizational skills with the ability to prioritize tasks and meet deadlines.
High level of accountability and attention to quality.
Demonstrated commitment to continuous learning and professional growth.
Valid unrestricted G driver’s license with a clean driving record.

Nice To Haves

A+ and/or Network+ certification is an asset.
Experience with MS Project and/or MS Visio is an asset.
Familiarity with ServiceNow is an asset.

Responsibilities

Lead the deployment, support, and lifecycle management of laptops, desktops, tablets, printers, peripherals, and accessories.
Provide customer-facing support for hardware and software issues, including break/fix troubleshooting.
Deliver advanced support for Windows and macOS operating systems, productivity tools, and core business applications.
Support imaging and output devices, including printers and multi-function devices (print/scan/copy/fax/plotters).
Provide support for mobile and mobility solutions, including iOS devices (iPhone, iPad).
Own, manage, and resolve support tickets within the Jira ticketing system, ensuring timely response, accurate documentation, and adherence to service-level expectations.
Prioritize, triage, and escalate tickets appropriately while maintaining a high standard of customer communication.
Identify recurring issues and trends within Jira to support continuous improvement and root-cause analysis.
Own and continuously improve the standard system image and configuration for the Canadian environment.
Design, coordinate, and manage hardware and software standards to ensure consistency, security, and productivity.
Partner with Field Service and Factory Sales teams to align technology solutions with business needs.
Act as an escalation point for first-level analysts and technicians, providing guidance and mentorship.
Contribute to process improvement, documentation, and best practices across end-user support services.
Maintain strong relationships with OEM and technology vendors.
Collaborate with vendors to understand product roadmaps and drive efficiencies in sourcing, pricing, design specifications, and deployment standards.
Communicate effectively with business users, translating technical concepts into clear, non-technical language.
Work closely with other IT functional teams to implement new technologies, upgrades, and improvements.
Stay current with emerging technologies, trends, and best practices relevant to end-user computing.
Travel to sites as required to support deployments and initiatives.