Technical Support Analyst Jobs

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At DUCA, we strive for excellence in everything we do. Our commitment to Do more, Be more, Achieve more is what sets us apart and drives our company culture. DUCA’s impact goes beyond our financial solutions - we're dedicated to making a real difference in the lives of our members and in our community.

We believe our employees are our most valuable resource! We are committed to providing you with the tools, support, and challenge you need to develop your career and achieve a healthy work-life balance while contributing to our outstanding culture. DUCA offers a strong total compensation package including competitive salaries and bonuses, employer-paid benefits, banking perks, wellness days, and much more.

Apply today and see what DUCA can do for you!

Technical Support Analyst

Job Purpose & Summary

The Technical Support Analyst provides helpdesk support to DUCA employees by resolving hardware and software issues remotely and in person, via phone, remote support tools, and DUCA’s ticketing system. The incumbent will use their experience and knowledge of Windows and other software to troubleshoot various software and hardware issues.

Demonstrating a customer-service approach, the Technical Support Analyst pays close attention to details while troubleshooting problems and communicates effectively with employees at all levels of the organization.

Key Accountabilities & Duties

• Provide remote technical support using remote control tools
• Document issue resolution progress via detailed notes on steps taken in tickets
• Assist with IT projects
• Occasional visits to DUCA branch locations to provide technical support or attend to and transport IT related equipment to and from
• Provide end-user facing desktop support for all internal clients
• Track and resolve multiple competing priorities while keeping end users updated on the progress of their open requests
• Onboard and offboard users within DUCA’s network
• Respond to all users in a timely manner and troubleshoot tickets efficiently and professionally, demonstrating a strong service-orientation and adherence to corporate IT standards
• Hardware deployment, relocation and configuration
• Communicate technical challenges and issues in a way that is clearly understood by DUCA employees at all levels; create instructions and other documents in a clear and easy to follow manner
• Administer and audit access to various websites and programs
• Record, track, triage, escalate, and update employee IT requests using DUCA’s Help Desk ticketing system

Occupational Experience & Education Requirements

• Prior experience working within a Financial Institution an asset
• Microsoft Certification (Windows 10 desktop support / Azure / 365)
• SharePoint, Bell Total Connect, and Bell On Demand Contact Centre (ODCC) administration is an asset
• Experience configuring Network/Standalone Printers
• Experience using Microsoft Endpoint Configuration Management is an asset
• Experience imaging Desktops/Laptops
• Experience / certification in Mac OS and iOS support
• Experience in AD, Azure AD, Microsoft Endpoint and M365/O365 administration
• Experience using Help Desk software
• 3+ years of technical support experience
• A+ / Network+ / Server+ certification is an asset
• Experience in using and supporting Windows 10/Windows Server 2016/2019
• Experience supporting Central 1 Member Direct or another online banking system an asset
• Post secondary education in a related technical field

Knowledge, Skills & Attributes

• Basic understanding TCP/IP networking
• Basic understanding of Group Policy
• Strong ability to track multiple competing priorities and keep end users updated on the progress of their open requests
• Ability to keep detailed notes on steps taken in tickets
• Strong written and verbal communication skills
• Team-player with a customer-service mindset who enjoys helping people and collaborating with others
• Demonstrated trouble shooting problem solving, critical thinking, and analytical skills
• Demonstrated strong proficiency with Microsoft Office suite of products
• Knowledge of Active Directory, Group permissions and NTFS file system permissions
• Ability to prioritize and manage workload to meet established service standards
• Demonstrated ability to create easy to follow documentation

Working Conditions

• Some work under desks and/or lifting (up to 40lbs) required when deploying workstations
• Driver’s license and access to a vehicle required
• Ability to travel to DUCA’s branches as required with the ability to transport printers, desktop computers, etc. when needed, to support a service call;
• Rotating evening and weekend availability is required to provide paid on-call support

Department: Information Technology

Primary Location: Corporate Office

Employment Status: Full-time

Hours per Week: 38

About DUCA

DUCA exists to help people do more, be more and achieve more with their money and their lives. We’re driven by a co-operative philosophy that puts our Members (and Owners) at the centre of every decision we make, gives them a voice in how we’re run, and rewards them for their loyalty by sharing our profits.

At DUCA, we’re dedicated to creating a positive environment where our employees have growth and development opportunities, a healthy work/life balance, opportunities to give back to the community, and a focus on doing what is right for our Members. DUCA offers a competitive total compensation package including base salary, a short-term incentive (bonus) program, a comprehensive benefits program, pension plan, and employee banking benefits.

DUCA is committed to employment equity and encourages applications from all qualified candidates. Recruitment related accommodations will be provided upon request.

Qualified applicants are encouraged to submit their application. Applications must include both a resume and cover letter.

We thank all applicants but only those considered for an interview will be contacted.