Technical Support Analyst (18-month Contract) - Jobs in Milton, ON

Job Description

Reporting to the Manager, Technology Infrastructure & Client Support, the Technical Support Analyst monitors and logs incoming avenues of communication within the Information Technology division, resolving all incidents and service requests coming into and assigned to the Service Desk. This role is responsible for tracking the lifecycle of customer issues and requests, providing service operation support and striving for first call resolution responses in order to streamline service delivery and ensure staff can perform their day-to-day tasks without interruption. They will provide timely follow-up to customer requests, escalating incidents when considered appropriate and necessary to maintain SLA expectations.Major Job Responsibilities

• Monitors all avenues of communication within I.T. acting as the initial point of contact for all incidents and service requests into the IT Service Desk.
• Provide service operation support, including incident management, problem management, and request fulfillment in order to re-establish normal business functions as quickly as possible.
• Diagnose customer issues in-person or remotely, implement workarounds, and resolve underlying problems in order to limit customer impact and restore business services as quickly as possible; fully documenting all pertinent information throughout process lifecycle.
• Creates and maintain help sheets, guides and FAQ lists to increase computer literacy and self-sufficiency amongst internal staff.
• Escalate requests and problems (as required) to internal colleagues, third-party partners or the team lead.
• Install, configure, test, maintain, monitor, and troubleshoot customer hardware, peripheral devices, printing/scanning devices, presentation equipment, and other products.
• Conduct research on desktop products in support of PC procurement and development efforts. Evaluate and recommend products for purchase.
• Install, configure, test, maintain, monitor, and troubleshoot customer hardware, peripheral devices, printing/scanning devices, presentation equipment, and other products.
• Designs and implements desktop archiving/rebuild procedures; perform workstation rollouts and upgrades via Windows Deployment Services.
• Maintain a thorough and accurate asset inventory of all computers, monitors, printers, mobile devices, and other peripheral equipment.
• Prepare decommissioned hardware for disposal/auction according to established organizational processes and guidelines.
• Participates on a rotating on-call schedule providing emergency after-hours support for key business applications and services.
• Other duties as assigned.

Education & Experience

• Post-secondary diploma in computer science, engineering, or information technology.
• 2 years of experience working in Level I Information Technology Service Desk Operations.
• Experience with supporting AMANDA, CLASS, CMiC, FMW, Gtechna, PerfectMind and VTAX software preferred.
• ITIL v3 certification.
• Fundamental understanding of Information Technology Infrastructure Library (ITIL) Service Operation processes.
• Demonstrated ability to consistently meet service level agreement (SLA) targets across organization.
• Strong relationship management skills with a focus on active listening and a demonstrated ability to communicate technical information in manner and medium appropriate for the business needs.
• Sound organizational and time management skills with the ability to adapt to changing priorities, meet deadlines and work through frequent customer interruptions.
• Keen attention to detail with the ability to absorb and retain information quickly.

Salary Range: $62,199 - $77,749 (based on a 35-hour work week)Quick Apply

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