Technical Support Analyst

BDO•Oakville, ON

9d•CA$56,000 - CA$84,000•Hybrid

About The Position

BDO is seeking a Technical Support Analyst to join the IT team in their Oakville office. This role involves providing IT support services to internal customers across Canada, focusing on end-user services. The analyst will be responsible for setting up and configuring desktops and laptops, supporting hardware and software, and delivering various forms of technical support. The position also requires maintaining inventory, effective communication, and the ability to work in a fast-paced environment. Understanding of networks and servers, as well as knowledge of mobile devices, is expected. The role may involve light to moderate lifting and occasional travel within the Greater Toronto region, requiring access to a vehicle.

Requirements

Minimum 2-3 years of experience in a similar end user services support role (Level 2).
Relevant certifications such as CompTIA A+, Network+, MCP, MCDST.
Excellent communication and customer service skills to explain technical information clearly to non-technical users.
Maintain detailed documentation of issues, resolutions, and system configurations.
Hands-on involvement managing user accounts within Active Directory.
Working knowledge of Microsoft Authenticator.
Experience in addressing support tickets/requests in a queue environment (Service Now).
Strong problem-solving and analytical skills to diagnose and resolve technical issues.
Strong working knowledge of the MS Office 365 + CoPilot, Outlook, and Windows 11.
Familiarity with Microsoft Teams platform.
Exposure to imaging software, and software deployment systems.
Ability to learn new technology quickly with minimal supervision.

Nice To Haves

Some travel to regional offices within the Greater Toronto region could be required for emergencies; access to a vehicle is required.

Responsibilities

Work as part of the End User Services team, providing a range of IT support services to internal customers within the Oakville region and across Canada.
Set up desktops and laptops with Firm provided image, and configure the user profile which includes the installation of appropriate software, peripherals, etc.
Provide support for hardware (laptops, printers, scanners), software (MS Office 365 and internal applications), etc.
Deliver in-person, service desk queue, and remote desktop support to customers.
Maintain supported computer inventory of hardware in the Asset Management Database.
Utilize effective communication and listening skills with customers and colleagues to troubleshoot technology issues.
Ability to prioritize tasks, and work in a fast-paced customer service environment.
Understanding of networks and servers, previous exposure to a Windows network environment.
Participate in IT projects when needed.
Knowledge of iPhone, and Android devices.