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Technical Support Analyst

DUCA Credit Union Ltd.
Toronto, CAN
Full-time
Onsite
$51,904 to $64,880,
Discovered 3 weeks ago
Desktop and helpdesk supportWindows 10Windows Server 2016/2019Desktop and laptop imagingPrinter configurationHelp desk software

Full Job Posting

Role overview

The Technical Support Analyst provides helpdesk support to DUCA employees by resolving hardware and software problems in person, by phone, through remote tools, and through the ticketing system.

The role requires attention to detail, effective communication, and a customer-service approach.

Key duties

  • Provide internal desktop support; record, triage, escalate, track, and update helpdesk requests; troubleshoot efficiently and professionally.
  • Provide remote support, manage competing priorities, keep users informed, and document resolution steps in tickets.
  • Deploy, relocate, and configure hardware; onboard and offboard network users; administer and audit access to websites and programs.
  • Communicate technical issues clearly, create user-friendly documentation, and assist with IT projects.
  • Visit branches when required to provide support or transport IT equipment.

Experience and education

  • Related post-secondary technical education and at least 3 years of technical support experience are required.
  • Required experience includes Windows 10/Windows Server 2016/2019 support, desktop and laptop imaging, printer configuration, help desk software, Active Directory, Azure AD, Microsoft Endpoint, and M365/O365 administration.
  • Strong Microsoft Office proficiency; knowledge of Active Directory, group and NTFS permissions, basic Group Policy, and basic TCP/IP networking are required.
  • Strong communication, customer service, teamwork, troubleshooting, critical thinking, and analytical skills are required.
  • Candidates must prioritize work, meet service standards, keep detailed ticket notes, and create clear documentation.
  • A driver’s license and access to a vehicle are required. Rotating evening and weekend availability is required for paid on-call support.
  • Microsoft certifications, Mac OS/iOS support, Endpoint Configuration Management, and A+/Network+/Server+ certifications are assets.
  • SharePoint, Bell Total Connect, Bell On Demand Contact Centre administration, financial institution experience, and online banking system support are assets.

Working conditions

  • The role is based at the corporate office and includes travel to DUCA branches as required.
  • Work may involve working under desks and lifting up to 40 pounds when deploying workstations.

Compensation

  • Annual salary range is $51,904 to $64,880, varying with relevant experience, skills, qualifications, and education.
  • The position may be eligible for discretionary bonuses.

Schedule

  • Full-time position with 38 hours per week.
  • Rotating evening and weekend on-call availability is required and paid.

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