Technical Support Analyst
RemoteOttawa, Ontario, Canada or Canada
Job Summary
Troubleshoot software and hardware issues for up to 500 users as the first point of contact for Level 1 and 2 support. Create and modify user profiles, access rights, and passwords on Active Directory, Azure, and managed services including DNS, DHCP, and Office 365. Install, configure, and coach staff on corporate computers while managing the full lifecycle of IT assets, from procurement and warranty verification to end-of-life replacement. Provide the technical aspect of onboarding and offboarding, including system setup, briefing sessions, and ensuring access discontinuation for departing staff. Assist in developing corporate IT standards, policies, and training materials, and review technical specifications for new equipment purchases. Work full-time in the Ottawa office, rotating two days per week, with a team of three to four support representatives.
Required Qualifications
- 5 years exp
- intermediate level
- full-time
- frontline IT support/administration
- global non-profit company
- day-to-day IT operations
- user administration
- endpoint support
- IT asset management
- onboarding/offboarding activities
- contributing to IT standards and documentation
- regular support during business hours
- Ottawa office
- at least two days per week
- team of 3-4 other support reps
- STRONG customer service focused mindset
- friendly and easy going
- able to work with a wide array of users and team members
- up to 500 users
- first point of contact for level 1 & 2 support
- troubleshooting of software and hardware issues
- Create and modify users' profiles
- Update users' official title and department access
- Create and modify users' accesses on client systems
- Ensure that users are provided with the correct security and distribution groups
- Reset and manage users' passwords
- Provide basic assistance on Active Directory both on-prem and on Azure
- other managed devices and services such as DNS, DHCP, RDP, Printing, Firewall, Switches, Office 365
- Install, configure, and troubleshoot corporate computers
- Coach staff in using hardware and software more effectively and efficiently
- Support in the management of client's IT Assets (hardware and software) for both inventory and lifecycle purposes
- Track IT equipment in the Ottawa office during their lifecycle
- Update the IT assets inventory with newly procured IT equipment
- Ensure that equipment that has reached its end-life is replaced in a timely fashion
- Verify that IT equipment is procured with the relevant warranties
- warranties are applied when a repair is needed
- Provide the technical aspect of the onboarding and the offboarding of users
- Provide new user account with appropriate security and distribution groups
- Setup and configure laptops, accessories, and appropriate software for new employees
- Conduct briefing on the use of client's IT systems and the IT processes for new employees
- Ensure that departing staff have their network and systems access discontinued
- their licenses terminated or repurposed
- work with HR to make sure that allocated equipment is timely returned
- Assist in the development of corporate standards and the IM/IT strategy
- Review and recommend technical specifications for new laptop and other IT related equipment purchases
- maintain approved models list
- Assist in the development of IT-related policies and procedures
- Assist in the development and maintenance of IT tutorials and other training materials
- Assist in the development and maintenance of IT standards
- Forms
- lists of approved assets
- templates
- any required technical document
- Based on performance, long term extension is likely
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