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About the Role

The IT Support Analyst will triage and/or escalate tickets, take ownership of user problems, and provide white-glove service to Senior Executives. This role also involves providing basic training on desktop applications and supporting external clients.

Responsibilities

• Triage and/or escalate tickets to the Infrastructure/System Administrator support team.
• Take ownership of user problems and follow up on their status, communicating progress.
• Maintain a high degree of customer service for all support queries.
• Adhere to all service management principles.
• Provide white-glove specialized service to Senior Executives.
• Provide basic in-house training in desktop applications (Office 365, Adobe etc.).
• Publish support documentation to assist staff with requests for information.
• Provide staff training if required.
• Perform Active Directory and Office 365 administration (creating user accounts, resetting passwords, creating groups, setting up new users).
• Order, build, and deploy computer hardware (desktops, laptops, docking stations, multiple monitor setups).
• Manage profile/data transfer from old equipment to new.
• Manage imaging tools or software to efficiently deploy new hardware.
• Support External Clients onsite within their own networks, tenants, domains, hardware, software, and other general IT support needs.
• Arrange for external technical support when problems cannot be resolved in-house.
• Participate in on-call rotation for after-hours support as scheduled.

Requirements

• 2-3 years previous IT Service Desk and/or Technical Call Centre experience required.
• Incident Management experience (managing incidents, business expectations, communication, documenting resolution, and closure notes).
• Experience in administering Security Groups, Active Directory, Office 365 in a Microsoft-based office environment (legacy/on-premise or cloud-based).
• Strong knowledge of Microsoft based operating systems with emphasis on Windows and Office applications.
• Android/iOS device and software support.
• Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation).
• 2-3 years of additional troubleshooting experience with end user hardware or software (laptops, cell phones, tablets, drivers, printers etc.).
• Strong knowledge of Windows O/S, Server O/S, and all other common Microsoft application use.
• Travel to other office locations where required.
• Must be able to lift up to 30 lbs (computer equipment) as needed.
• Excellent communication skills in person, written (email), and verbal (telephone).
• Demonstrate an understanding of the needs of the customer and focus on anticipating, meeting, and exceeding those needs.
• Experience documenting new and existing processes to achieve standardization/modernization.
• Demonstrate a high level of accountability, reliability, adaptability, and innovation.
• Readily share information, knowledge, and personal strengths.
• Seek to understand and build on differing perspectives of others to enhance team efficiency and quality outcomes.

Skills

• Active Directory administration
• Office 365 administration
• Microsoft operating systems
• Windows
• Office applications
• Android device support
• iOS device support
• Outlook troubleshooting
• End user hardware troubleshooting
• End user software troubleshooting
• Windows O/S
• Server O/S
• Microsoft application use
• Communication skills
• Documentation
• Accountability
• Reliability
• Adaptability
• Innovation
• Information sharing
• Teamwork

Location

• Toronto

Work Type

• Onsite
• Full-time

Experience Level

• 2-3 years previous IT Service Desk and/or Technical Call Centre experience
• 2-3 years of additional troubleshooting experience with end user hardware or software

Education Level

• Diploma or high school education with additional technical training, or equivalent on the job training or experience in a technical support capacity.
• Up to date Microsoft certifications considered an asset

Salary/Compensations

• $55,000 - $67,000 annually

Benefits

• Extended health care and dental benefits
• Retirement savings plan with company contributions
• Suite of Health & Wellness offerings
• Mental Health programs and support for you and your family
• Assistance for the completion of industry designations
• Comprehensive group benefits plan
• Generous retirement savings plan

About the Company

• People Corporation is 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.
• We know that it's the vast expertise and commitment of our teams in People Corporation and our Partner Firms that have put us where we are today.
• We value our employees and provide competitive salaries, a comprehensive group benefits plan, and a generous retirement savings plan.
• Once you join us, we want you to thrive.
• If you want to make a difference in the lives of customers, if you take pride in a job well done, and if you like to have fun, talk to us.
• To learn more about our Partner Firms, please click on the link below. https://www.peoplecorporation.com/en-ca/about-us/our-partner-firms

Equal Opportunity

• 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 careers@peoplecorporation.com.
• For more information on Accessibility at People Corporation, visit our link https://www.peoplecorporation.com/en-ca/accessibility-statement.