SUMMARY

Operating primarily in a French-speaking work environment and reporting to the Director of Information Technology, the Technical Support Analyst is accountable for the configuration, installation and support of end-user computers, peripheral equipment and client applications software. As a primary contact for the help desk, the Technical Support Analyst will provide first-tier knowledge and functional support to end users and manage support requests through to resolution. The Technical Support Analyst works with other members of the IT team to plan and implement end-users service delivery and coordinate the deployment and recovery of end-user computing assets.

MINIMUM REQUIREMENTS

Education

• University Degree in Computer Science or a College Diploma in Information Technology.

Driving licence

• Hold a minimum Class 5 driver’s licence

Experience

• At least three (3) years of experience providing end-users technical and functional support.
• Experience supporting PCs, laptops, and personal wireless devices.
• Experience with virtualized environments would be an asset.

Knowledge

• Fluency in French and English (oral and written).
• Must have a good understanding of IP networking.
• Must have a good understanding of computer security concepts.
• Must have a good working knowledge of Microsoft Office and Windows desktop operating systems.
• Must have a working understanding of Active Directory, DHCP, DNS, Microsoft Exchange and Remote Desktop Services.
• Experienced with remote assistance tools.

Abilities

• Able to work without sustained supervision, independently and in a team.
• Ability to effectively communicate technology advice with non-technical users and have an ability to share knowledge with other team members.
• Demonstrate initiative, judgment, discretion and confidentiality.
• Strong teamwork, interpersonal and communication skills.
• Must be self-motivated, have a sense of responsibility and be adaptable.

• Answer, log, and respond to end-user support requests.
• Analyze, troubleshoot, and resolve hardware and software technical issues.
• Manage support requests ensuring timely resolution and effective communication.
• Maintain a log of all service requests and update the solution knowledge base.
• Serve as the City’s technical and functional resource in support of business applications.
• Identify system issues and coordinate resolution with stakeholders, IT members and vendors.
• Manage user accounts, permission, access rights and storage allocations, in accordance with best practices in terms of confidentiality, security and regulatory compliance.
• Support the installation, configuration and integration of application software.
• Diagnose and repair laptops, desktops, printers and other hardware.
• Performs regular hardware and software maintenance as required.
• Inform other team members of operational, functional, and security issues.
• Work with IT project teams on various system deployments.
• Provision, connect, and configure peripheral devices.
• Deliver equipment to end-user locations and perform their installation.
• Work with System Administrators to implement operating systems, network, and security configuration standards.
• Build and deploy OS deployment images from approved configurations.
• Coordinate the testing and deployment of operating system and application patches.
• Respond to system emergencies outside normal working hours.
• Perform any other task, of the same nature or of a general nature as requested by his supervisor necessary by his duties
• Handle light weights of around 25 to 50 lbs.