Technical Support Analyst - Old Toronto, Canada - DUCA

DUCA Old Toronto, Canada

2 weeks ago

Description

Why DUCA?

We're a vibrant, exciting credit union that lives its "profits with a purpose" philosophy in every financial transaction, product, interest rate, and community initiative we offer. Founded in 1954, DUCA has grown from a single branch credit union in Toronto to 19 branches across Southern Ontario with over 85,000 Members we are proud to serve.

We exist to help People, Businesses and Communities Do More, Be More, and Achieve More.

DUCA ( ) is the fastest organically growing large Credit Union in Canada distinguished for the following:

Positive, un-big bank like service experience delivered through Member-facing staff in branch, on the phone (Member-Connect) and via our Mobile mortgage specialists, Wealth Management advisors and Commercial and Business Banking Account Managers.
Competitive rates.
Personalized financial solutions, guidance, and service with the lowest possible fees for both Personal and Business Members.
Profit sharing among Members.
Multiple ways to bank-online, mobile app, phone/full-service Member Connect Contact Centre, and, of course, in-branch-DUCA is accessible 24/7
A community philosophy of "profits with a purpose" culminating in the creation of the DUCA Impact Lab ), a charitable foundation committed to helping the credit challenged and underbanked. This led to DUCA's designation as a B-Corp certified organization, the first ever credit union to receive this global recognition.

A career with one of Canada's fastest growing credit unions means you'll find endless opportunities to make a difference with your unique abilities and perspectives. Our people live their purpose while helping others Do more, Be more and Achieve more with their money and their lives. At DUCA, you'll be part of a vibrant and collaborative team where you'll be supported to excel and make an impact, no matter what role you play.

Technical Support Analyst

DUCA is looking for a Technical Support Analyst to join our IT Team

Job Purpose & Summary

Reporting to the Manager, Technical Support, 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 end-user facing desktop support for all internal clients
Record, track, triage, escalate, and update employee IT requests using DUCA's Help Desk ticketing system
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
Provide remote technical support using remote control tools
Track and resolve multiple competing priorities while keeping end users updated on the progress of their open requests
Document issue resolution progress via detailed notes on steps taken in tickets
Hardware deployment, relocation, and configuration
Onboard and offboard users within DUCA's network
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
Assist with IT projects
Attend and transport IT related equipment to DUCA branch locations

Occupational Experience & Education Requirements

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

Knowledge, Skills & Attributes

Demonstrated strong proficiency with Microsoft Office suite of products
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
Ability to prioritize and manage workload to meet established service standards
Knowledge of Active Directory, Group permissions and NTFS file system permissions
Basic understanding of Group Policy
Basic understanding TCP/IP networking
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
Demonstrated ability to create easy to follow documentation

Working Conditions

Travel to DUCA's branches within the GTA is required with the ability to transport printers, desktop computers, etc. when needed to support a service call
Driver's license and access to a vehicle required
Rotating evening and weekend availability is required to provide paid on-call support
Ability to lift 40lbs and work under desks when deploying workstations

Department: Information Technology

Primary Location: Head Office Yonge St, North York, ON, M2N 5P8

Employment Status: Full-time

Hours per Week: 38

Salary: The annual salary range for this position starts at $50,392. Actual annual base salaries will vary depending on relevant job-related factors such as experience, knowledge, skills, qualifications, and education/training. Depending on the position, DUCA's total compensation package may include incentive compensation tied to company and individual performance or other 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 a resume.

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