Desktop Support Analyst - Jobs in Toronto, ON

Job Description

Company DescriptionTorstar Corporation is a broadly-based media company. Its businesses include the Toronto Star, Canada’s largest daily newspaper, six regional daily newspapers in Ontario including The Hamilton Spectator, and more than 70 weekly community newspapers in Ontario; flyer distribution services; and digital properties including thestar.com (with local editions in Toronto, Vancouver, Calgary, Edmonton, Winnipeg, Ottawa and Halifax), wheels.ca, toronto.com, save.ca, a number of regional online sites. Torstar also holds a majority interest in VerticalScope, a North American vertically-focused digital media company.The Toronto Star is Canada’s largest daily newspaper and is read in print and across desktop, mobile and tablet platforms by more than 6 million readers every week. Online, thestar.com is one of the most-visited newspaper websites in Canada.Job DescriptionTorstar Group IT is looking for an onsite Desktop Support Analyst to join our team and provide first & second level support to multiple internal stakeholders within the Torstar family.Under the leadership of the Director of IT, Client Service & Delivery, this role will manage and respond to inquiries and requests for assistance with the organizations computer systems, identify problems, troubleshoot and provide advice to assist users in an Enterprise environment. As well as to coordinate with other IT & IS areas to resolve problems.The ideal candidate will have a very strong technical foundation (Desktop Support focus), be customer service orientated, have an exceptional ability to multitask, manage competing deadlines, and work well under pressure. This is an in-person position at our Gordon Baker office with occasional travel requirements to other offices.Key Responsibilities

• Evaluate and resolve issues from stakeholders experiencing problems with hardware, software, network, and other computing related technologies, using Torstar incident management/service request tool.
• Support various users, including senior leaders across Torstar
• Perform hands-on and remote fixes of all endpoints, including installing and upgrading OS X and Windows operating systems, installing hardware and configuring systems and applications.
• Troubleshooting cell phones, tablets, and basic network/print problems
• User Account Authorization and Maintenance in compliance with access allowance, retention & deletion policies and requirements
• Application support of MS O365 suite, Adobe CS/CC (InDesign, Photoshop, etc.),
• Assist in the use of proprietary applications, systems and workflows related to but not limited to Editorial, Sales, Marketing, Creative, Finance, HR and business systems
• Problem triage and notification to appropriate Business Solutions or Infrastructure team, often times required to troubleshoot application problems and implementing fix on behalf of Application support team.
• Identifying, documenting, and validating requirements, to align IT practices with corporate objectives
• Work with 3rd party vendors to troubleshoot issues
• Send out department-wide communications when needed
• Responsible for following up on issues until they have reached resolution
• Work on IT related projects as required
• In-person front line customer support (phone, e-mail, and walk-up) as well as remote users/groups
• Processing Service Requests
• Documentation of escalations, processes, and procedures
• Assist Infrastructure teams by being their “Hands on” staff onsite
• Make decisions regarding local hardware, i.e. recommend replacement, upgrade, purchases escalate decisions to Manager
• Occasional Overtime for special projects or emergency situations required

Qualifications

• Post-Secondary education in Computer Science, or related technical discipline, or an equivalent combination of education and experience from which comparable knowledge and skills may be obtained
• 3 or more years of desktop support, work experience involving systems and network administration, security, Windows 10 workstations, Mac OS workstations, Microsoft O365, MFA, Telephony, Citrix, AWS Workspaces and Internet based technologies (TCP/IP, DNS, DHCP and SMTP)
• MCSA Certification, ITIL Foundations a benefit
• Hands-on experience with Office Suite (MAC & Windows), Adobe Creative Suite support, iOS, Android
• Experience with Active Directory User Administration
• Experience resolving basic network issues
• Experience utilizing remote connectivity tools (i.e. Remote Desktop, ARD, Jamf, etc.) for resolving computer issues
• Knowledge and ability to support printers, and multi-function devices
• Knowledge of MDM would be an added advantage
• Must have superior communication and customer support skills.
• Must be able to reorganize priorities and respond quickly to issues escalated by IT management.
• Must be proactive, self-driven and have the ability to resolve problems independently
• Ability to perform under pressure; meeting all critical deadlines
• Ability to participate in on-call rotation. Some weekend & off peak work may be required
• Ability to manage conflicting agendas from different stakeholders
• Strong organizational skills
• Ability to manage multiple priorities
• Familiarity or practical experience with any of the following Products: VoIP, VPN, Anti-Virus, Cisco Security/DUO/MFA, remote access tools and think client technologies
• Ability to create, compose and edit technical documents
• Business and Technical Acumen, with a keen interest to understand how the business works
• Experience working in a print/digital media environment or similar is desirable.

Additional InformationDiversity & InclusionTorstar Group of Companies is an equal opportunity employer committed to diversity and inclusion. Torstar is committed to ensuring employment opportunity to qualified applicants without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, marital status, family status or disability or any other factor protected by law.AODATorstar Group of Companies is committed to providing an inclusive and barrier-free recruitment process ensuring equal access to employment opportunities for candidates, including persons with disabilities. In compliance with Accessibility for Ontarians with Disabilities Act and Ontario Human Rights Code we will endeavour to provide accommodation to persons with disabilities in the recruitment process upon request. If you are selected for an interview and you require accommodation due to a disability during the recruitment process, please notify the hiring manager upon scheduling the interview of your requirements.COVID-19Torstar Corporation remains committed to its employees and to providing a safe workplace. As of November 30, 2021, candidates for employment are required to be fully vaccinated against COVID-19 and successful candidates must agree to obtain any additional vaccinations or booster dose(s) that may be required. Proof of such vaccination will be required. We will make accommodation for qualifying medical or religious exemptions.Quick Apply

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