IT Analyst - Markham, Canada - 360°kids

360°kids

Verified Company

Markham, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

360°kids has been a leader in the delivery of innovative support services for over 33 years as we work to improve the lives of homeless and at-risk youth and families in York Region.

We are a vitally important community agency serving all of York Region.

At 360°kids, we provide a unique continuum of care approach with a range of programs and services that are essential to the health and well-being of youth and that are proven strategies for helping to keep youth off the streets by providing safe housing options.

Reporting to and working closely with the Director of Finance and Administration, the IT Support Analyst will be responsible for effective and efficient support of the IT operations of the organization.

KEY RESPONSIBILITIES:

Provide technical support (Level 1) by addressing requests submitted by staff, and determine if/when requests need to be escalated to thirdparty providers.
Collaborate with the thirdparty network and help desk provider and troubleshoot network, computer and software systems as required.
In collaboration with the thirdparty provider, develop and update all documentation related to Service Desk tasks, including process, howto and selfhelp documentation.
Hardware diagnostic and repair; escalate requests to third parties when necessary.
Provide staff guidance and assistance with technological problems while ensuring security, privacy and IT policies are followed.
Maintain and Manage endpoint operating systems, including patching and accurate inventory control.
Process the onboarding and offboarding of employees.
Order and maintain IT hardware inventory (laptops, desktops, tablets, monitors, cell phones)
Ensure assets are updated in the asset management system.
Ensure service level agreement targets are met and client satisfaction with service desk interactions are positive.
Other tasks as assigned by the Director of Finance and Administration.

QUALIFICATIONS OR SKILLS REQUIRED:

Bachelor's degree/college diploma in Information Technology or a related field OR equivalent professional experience.
3 years of direct experience in providing technical support, IT project involvement in a team environment.
Demonstrated experience working in a client facing position within an ITIL context.
Proven experience working with supporting a Microsoft Cloud (365, Azure) environment.
Previous experience supporting and deploying VOIP and/or SIP phone systems.
Experience working effectively in a fastpaced setting with multiple customer priorities.
Ability to work independently and manage time effectively.
Strong analytical and troubleshooting skills with ability to communicate with all levels of the organization effectively and professionally.
Demonstrated high customer service orientation, and the capability to manage and prioritize customer expectations.
Must be able to lift devices and boxes up to 40lbs and willing to occasionally visit offices in the Greater Toronto Area.