It Support Analyst Job Description – Wilson Office

We are seeking a IT Support Analyst – Wilson Office to join our BPA team in North York.

The IT Support Analyst will provide first and second line technical support to internal staff and clients. The successful candidate will require an aptitude for working with a variety of software and hardware technologies to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role. Coverage includes the Mississauga office as well as remote users at other BPA office locations and remote/mobile workers.

The IT Support Analyst will:

• Provide basic in-house training in desktop applications used within the organization (Office 365, Adobe etc.)
• Maintaining an Asset Database and track changes for user hardware, software, and special/custom configurations
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• To arrange for external technical support where problems cannot be resolved in house
• Active Directory and Office365 administration knowledge. Creating user accounts, reset passwords, create groups, set up new users, etc.
• 1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as Mobility devices, PCs or laptops, and Printers
• Support of External BPA Clients onsite with their own networks, hardware, software, and general IT support needs
• Provide stats for the weekly Service Desk report on call trends
• Escalate unresolved tickets to the Infrastructure/System Administrator support team
• Receiving, logging and managing all Help Desk channels from internal staff via telephone, email, or Manage Engine Service Desk application
• Ordering, building and/or deploying computer hardware such as desktops, laptops, docking stations, multiple monitor setups, including profile/data transfer from old equipment to new
• Troubleshoot basic network issues
• Publishing support documentation to assist staff with requests for information & provide staff training if required
• Act as a single point of contact for phone calls, emails, and Help Desk tickets from staff regarding IT issues and inquiries
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner

To be successful as a IT Support Analyst with BPA, you will need:

• Strong knowledge of Microsoft based operating systems with emphasis on Windows and Office applications
• Experience in administering Security Groups, Active Directory, Office365 in a Microsoft-based office environment.
• A diploma or high school education with technical training.
• Incident Management experience – Managing incidents including business expectations and communication, as well as documenting resolution and providing other related incident closure notes.
• Travel to other office locations with the GTA required, coupled with good driving record and available vehicle.
• Must be able to lift up to 30 lbs (computer equipment) as needed
• Knowledge of Windows O/S, Server O/S, and all other Microsoft application and laptop troubleshooting.
• 2-3years of troubleshooting experience with hardware or software customer services.
• 2 years previous IT Service Desk and/or Technical Call Centre experience required
• An ITIL qualification is preferable but not essential
• MCP certification would be desirable
• Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation)
• Excellent communication skills in person, written (email), and verbal (telephone).

What's in it for you:

• Learn by working alongside our experts
• Mental Health programs and support for you and your family
• Competitive compensation
• Extended health care and dental benefits
• Assistance for the completion of industry designations
• A suite of Health & Wellness offerings
• A retirement savings plan with company contributions

At People Corporation we are committed to helping businesses succeed. We are a national provider of benefits, retirement, wealth, wellness, and human resource solutions. Our experts and solutions serve over 20,000 clients representing nearly 3 million Canadians. We offer customized solutions designed to fit the unique needs of businesses and their employees, members and stakeholders.

About BPA:

BPA is a division of People Corporation and has served members and beneficiaries in their local communities since 1958. BPA is dedicated to providing a superior benefits experience to our members, businesses, and trusts in the local communities in which they live and operate.

Providing an inclusive, accessible environment, where all employees and clients feel valued, respected and supported is something we're committed to. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee has the opportunity to reach their potential. If you require an accommodation or an alternative format of any posting please reach out to [email protected]