C- Technical Support Analyst - Markham, Canada - Children Believe Fund

Children Believe Fund

Verified Company

Markham, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Careers That Empower Young Dreamers

When you make a decision to work with Children Believe you're not just doing something great for your career, you're helping empower children around the world to access education, pursue their dreams and be a voice for change.

We know there are lots of career options for talented, top performers like you, but not many offer the opportunity to help children live and dream fearlessly.

Children Believe is currently recruiting for the following position:

Technical Support Analyst - Canada Office

Reporting to the Director of Technology, Analytics & Projects, the Technical Support Analyst, plays a vital role in delivering crucial technical support services across Children Believe.

Responsibilities encompass efficient handling of help desk tickets, swiftly resolving issues, and escalating when necessary.

This role includes, but not limited to:

Service Desk Support - Desktop, Laptop, peripherals - 60%

Enforcing use of helpdesk ticket system
Responsible for the ongoing support of all enduser systems (desktop, laptop, peripherals, mobile device
MS Windows
MS Office / Office 36
Printing local and network
Active Directory
Anti-Virus
Create and manage PC images
FTP server and client
Mobile devices
Service Desk Tickets
Monitoring and Reporting
Primary responsibility for onpremises datacentre backups.

Quality - 10%

Maintain detailed and uptodate Service Desk tickets on all Children Believe User incidences and problems
Maintain SLAs established for each Service Desk Ticket assigned
Assist in specialized and complex analysis for the purpose of enhancing and upgrading existing programs and processes
Enhance the quality and services for all Children Believe end users
Daily and monthly system check and monitoring

Security - 5%

Build and administer a level of security appropriate to protect the information stored in all Children Believe systems ensuring antivirus and malwarebytes on all enduser supported devices

Data Backup-Restore, Business Continuity/Disaster Recovery - 5%

Assist in system backup and data recovery

Installation and upgrades - 10%

Installation, configuration and upgrading of Children Believe desktop, laptop, peripheral, mobile devices, software and related products and assisting in Country Offices where Children Believe operates
Install, configure and move phones as needed
Remote systems upgrades and install (at Country offices)

Other - 10 %

Assist in maintaining and supporting network systems with the Technology Specialist and the IT Business Enterprise Solutions team
Other duties as required
Completion of a postsecondary diploma/degree in a related discipline
3+ years' experience in:
Service Desk Support
Desktop and Laptop
Service Desk Ticketing system
Active Directory

-User Password Support

Desktop/Laptop Antivirus administration
Office 365 user administration
Active Directory

Group Policy Administration experience an asset

Experience using system recovery imaging software an asset
Network administration experience an asset
Advanced problem solving and customer support skills
Sound documentation skills
Reporting and analysis of work progress and completion
Ability to integrate well with other IT team members
Knowledge current with latest technology changes
Ability to express complex technical concepts effectively
Ability to speak and/or write in either French or Spanish will be considered an asset
Commitment to Children Believe's Vision, Mission and Values

Attributes, Traits, Behaviours:

Team player collaborative
Results and SLA driven
Analytical
Solutions oriented
Customer service and business partner mindset
Commitment to ongoing professional development

Type:
Hybrid/Remote

Our Hybrid Workplace Program is a flexible work arrangement that permits employees to work remotely while also occasionally being required to come into the Organization's office.

If approved to work from home as part of our Hybrid workplace program; the incumbent must be available to work from the Organization's office from time to time as determined by the supervisor or as otherwise directed by the Organization.

Compensation:
Hiring range between $64,000 to $67,000 annually based on experience.

Children Believe offers competitive paid time-off benefits and a comprehensive group benefits plan, including health/dental, life insurance, disability, EFAP and company-match RRSP from the first day of employment.

Application Process:

If you believe you have that unique combination of a not-for-profit heart combined with the skills and interest for the "Technical Support Analyst" position, then click the "Apply" button found at the bottom of this screen.

Applicants must be legally eligible to work in Canada.

Children Believe is committed to diversity in the workplace and is an equal opportunity employer.

Children