Technical Support Analyst

at  DavisStandard LLC

Based in Brampton, ON, the Technical Support Analyst provides level 1 support for employee computer desktop and unified communication services. This position is a member of the Davis Standard global help desk team, reporting to a U.S. based IT Operations Manager, that ensures positive user experience and employee productivity for all Davis Standard locations and remote employees.

In this role, the ideal candidate will be able to troubleshoot problems, provide technical support and document solutions for users and the rest of the team. This position will also receive direction from the global network and infrastructure teams to provide hands-on assistance managing locally installed equipment that operates internet, security, and back-up systems.

• Assists in the use and repair of personal computer hardware, software, and peripherals
• Sets up and configures desktop computers, peripherals and accounts assigning security level
• Installs software and installs and repairs hardware and peripherals
• Troubleshoots, diagnoses problems, implements corrective action procedures within prescribed guidelines and/or escalates to other technical resources as appropriate
• Administers user accounts
• Provides basic troubleshooting, repair, and maintenance for computer equipment
• Acts as a customer liaison for the computing operation, communicating, resolving, and/or initiating the resolution of problems and concerns
• Maintains inventory of equipment
• Use of ticket system to track issues and metrics
• iPhone and mobile device deployments
• Documentation of processes and installs
• Contributes to unit goals by accomplishing related duties as required

POSITION REQUIREMENTS

• Ability to work with a variety of people and deal with situations diplomatically
• Excellent analytical and problem determination skills. Ability to research problems to a successful conclusion and research alternative solutions to issues
• Consistency in completing routine and detailed tasks; paying attention to details
• Adaptive to change in priorities, ability to be flexible with workload priorities, responds to the unexpected in a prompt, courteous and efficient manner
• Excellent documentation skills. Ability to communicate effectively in both written and oral mediums
• Knowledge of MS Office products and MS Windows Desktop environments.
• Knowledge of computer hardware
• Working knowledge of Exchange Online, Teams and OneDrive
• Team player in a collaborative environment, working effectively with colleagues across the globe
• Able to lift 40 pounds

EDUCATION

Required

• Associates or better in Computer Science

• Assists in the use and repair of personal computer hardware, software, and peripherals
• Sets up and configures desktop computers, peripherals and accounts assigning security level
• Installs software and installs and repairs hardware and peripherals
• Troubleshoots, diagnoses problems, implements corrective action procedures within prescribed guidelines and/or escalates to other technical resources as appropriate
• Administers user accounts
• Provides basic troubleshooting, repair, and maintenance for computer equipment
• Acts as a customer liaison for the computing operation, communicating, resolving, and/or initiating the resolution of problems and concerns
• Maintains inventory of equipment
• Use of ticket system to track issues and metrics
• iPhone and mobile device deployments
• Documentation of processes and installs
• Contributes to unit goals by accomplishing related duties as require