Work Type: Onsite
Position Type: Contract - 6 Months
Location: Toronto, ON
Our client, is seeking a “IT- Technical Analyst”
The position is responsible for
Position Summary: The IT Technical Analyst is an Full Time Onsite supports and maintains end-user environments, including workstations, printers, peripherals, video conference equipment, and cellphones. The role ensures the desktop computing environment is stable and performing optimally, with a focus on operational efficiency and high customer service.

SKILLS:

• Experience with PC hardware troubleshooting and repair.
• Proficient with Windows operating systems and Active Directory.
• Ability to react to high-priority requirements with clear documentation.
• Balance priorities; work independently or as part of a team.
• Travel to office for on-site support as needed.
• Work under minimal supervision.
• Good organization, documentation, verbal, and written communication skills.
• Excellent time management.
• Basic understanding of IT enterprise infrastructure.
• Ability to read, analyze, and interpret business periodicals, journals, technical procedures, or regulations.
• Write reports, business correspondence, and procedure manuals.
• Present information and respond to questions effectively.
• Solve practical problems with limited standardization.
• Interpret various instructions.

PREFERRED QUALIFICATIONS:

• Training and certifications in Microsoft or IT-related technologies (A+, MCSA).
• ITIL certification.
• Experience with ticketing systems.

EDUCATION:

• Associate’s degree in IT with 3-5 years of related experience/training; or equivalent combination of education and experience.

• Analyze, diagnose, and resolve complex end-user problems.
• Maintain logging and reporting procedures; monitor desktop operations via ticketing system.
• Manage customer computing experience proactively.
• Document maintenance and support processes.
• Provide first and second level desktop support; extend remote support for global users.
• Troubleshoot software/hardware issues via phone, email, chat/IM, and remote control software.
• Answer technical inquiries and provide outstanding customer service.
• Document session notes and complaints.
• Provide technical account management; escalate issues when necessary.
• Log and track IT-related goods and software.
• Setup, support, and troubleshoot AV systems.
• Respond quickly and maintain professionalism.
• Provide reports to management.
• Mentor and support Tech Support team members.
• Build and maintain knowledge base; document procedures.
• Manage Product Development issues to resolution.
• Lead/assist with training and quality improvement programs.
• Collaborate with colleagues and external vendors/customers.
• Maintain high integrity and strong work ethic.
• Demonstrate great customer support and interpersonal skills.