Desktop Support Analyst Jobs

Who We Are

For over 100 years, we have been the engine that drives the Ontario horse racing industry. From King’s and Queen’s trips to Canada, to first dates, anniversaries and unforgettable horse races, we create winning experiences for all our guests.

Join a certified Great Place to Work team and be part of the future of horse racing and entertainment. Access exciting programs that can help unlock your potential while developing challenging and rewarding career goals. As we grow, we need dedicated people to join our cause. Be part of Woodbine Entertainment and get inspired to make work awesome!

Our Values & Beliefs

| WOW EVERY GUEST | OWN IT! | LISTEN & CONNECT – PEOPLE MATTER | FUEL THE FUN & PASS IT ON | TRUST IN OUR TEAM | #WE CARE | PURSUE YOUR POTENTIAL |BE BOLD| BE ALL IN |

The Desktop Analyst’s role is to provide a single point of contact for end users to receive support and maintenance within the organization’s end-user computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all end-user devices and equipment to ensure optimal workstation performance.

The person will also troubleshoot problem areas (in person, by remote tools, by telephone, or via chat) in a timely and accurate fashion and provide end-user assistance where required.

These professionals are responsible for providing customers with information, restoring service, providing specific services, and escalating tickets to a higher level of support.

Key Responsibilities

• Update the internal knowledgebase with issue resolution details
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring end-user device operations.
• Develop and maintain an inventory of all monitors, keyboards, hard drives, network cards, and other components and equipment as needed.
• Escalate incidents and requests up as required ensuring follow-up to collaborate on continuous improvement
• If necessary, liaise with third-party support and equipment vendors.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required deskside service levels.
• Record and manage equipment sent to repair depots for equipment under warranty or service contracts.
• Follow standard processes and procedures adhering to all governing policies, procedures and regulations
• Ensure that physical deskside connections (RJ-45 Ethernet jacks, RJ-11 telephone modem jacks, connectors between PCs and servers, etc.) are in proper working order.
• Accurately log, track progress, and resolution for all incident and service requests.
• Where required, administer, and resolve issues with associated end-user workstation networking software products.
• Accurately document instances of equipment failure, repair installation and removal, as well as moves and changes.
• Able to support a variety of devices at our primary offices and offsite locations
• Other duties as outlined by Manger End User Support
• Perform onsite analysis, diagnosis, and resolution of complex computer problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
• Assess the need for and implement performance upgrades to end-user devices based on software technical specifications.
• Provide technical support for first level hardware, software, and infrastructure.
• Receive and respond to incoming calls, service desk tickets, email, or chat regarding equipment incidents.
• Collaborate with LAN technicians/network administrators to ensure efficient operation of the company’s end-user computing environment.
• Acquisition & Deployment
• Strategy & Planning

Qualification / Technical Knowledge

• College diploma or university degree in the field of computer science and/or 2 or more years equivalent work experience.
• 2+ years of experience in a similar role
• Certifications in Microsoft and Cisco products an asset
• Working technical knowledge of current protocols, operating systems, and standards
• Hands-on hardware troubleshooting experience.
• Knowledge & Experience
• Ability to operate tools, components, and peripheral accessories.
• Strong customer-service orientation.
• Experience working in a team oriented, collaborative environment.
• Extensive equipment support experience
• Excellent technical knowledge of hardware
• Able to read and understand technical manuals, procedural documentation, and OEM guides.
• Formal Education & Certification
• Excellent technical knowledge of PC internal components

Guided by our Values and Beliefs, Woodbine Entertainment commits to providing an authentic and empowering work experience! Please reach out if you're ready to embrace change and be part of a new breed of experience while working for one of Canada’s certified Great Places to Work!