Desktop Analyst

Woodbine Entertainment; Toronto; On-site; CAD 50,000 - 70,000; Full time

Job summary

Woodbine Entertainment is seeking a Desktop Analyst to serve as the main contact for technical support in end-user environments. The role involves diagnosing and repairing hardware, troubleshooting issues, and providing excellent customer service to ensure optimal performance of workstations. Ideal candidates will have a background in IT support with relevant educational qualifications and strong communication skills.

Qualifications

• 2+ years of equivalent work experience in IT support.
• Experience with Microsoft and Cisco products is an asset.
• Hands-on hardware troubleshooting experience required.

Responsibilities

• Provide support for end-user devices and troubleshoot issues in a timely manner.
• Document equipment failures and repairs accurately.
• Collaborate with technicians to ensure effective operation of computing environments.

Skills

Technical knowledge of hardware

Troubleshooting

Effective communication

Task tracking

Education

College diploma or university degree in computer science

Job description

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A NEW BREED OF ENTERTAINMENT

With almost 150 years of proud horseracing history, Woodbine Entertainment Group is the founding pioneer and largest operator of professional horseracing in Canada.

Building on our rich past, we are surging ahead to the future with an energized, new vision. Today we deliver the most thrilling and highest quality racing, dining and entertainment experiences to our visitors. In doing so, we remain a world-leader in horse-racing — and also among the most exciting and diverse entertainment facilities on the globe.

Job Summary

The Desktop Analyst’s role is to provide a single point of contact for end users to receive support and maintenance within the organization’s end-user computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all end-user devices and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by remote tools, by telephone, or via chat) in a timely and accurate fashion, and provide end-user assistance where required.

Key Accountabilities

• Able to support a variety of devices at our primary offices and offsite locations
• Evaluate and recommend products for purchase.
• Perform onsite analysis, diagnosis, and resolution of complex computer problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
• Accurately document instances of equipment failure, repair installation and removal, as well as moves and changes.
• Tactical, on-the-spot decisions with internal ‘customers’ often present concerning how best to solve a reported incident or request
• Able to suggest new, better ways to perform a task
• Responsible for troubleshooting and incident resolution of customer-facing equipment, ie: Point of Sale and network-connected devices like tablets or rewards kiosks
• Record and manage equipment sent to repair depots for equipment under warranty or service contracts.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required deskside service levels.
• Assess the need for and implement performance upgrades to end-user devices based on software technical specifications.
• Collaborate with LAN technicians/network administrators to ensure efficient operation of the company’s end-user computing environment.
• Where required, administer and resolve issues with associated end-user workstation networking software products.
• Receive and respond to incoming calls, service desk tickets, email, or chat regarding equipment incidents.
• Ensure that physical deskside connections (RJ-45 Ethernet jacks, RJ-11 telephone modem jacks, connectors between PCs and servers, etc.) are in proper working order.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring end-user device operations.
• Develop and maintain an inventory of all monitors, keyboards, hard drives, network cards, and other components and equipment as needed.
• If necessary, liaise with third-party support and equipment vendors.

Qualifications

• College diploma or university degree in the field of computer science and/or 2 or more years of equivalent work experience.
• Certifications in Microsoft and Cisco products are an asset.
• Excellent technical knowledge of hardware and PC internal components.
• Hands-on hardware troubleshooting experience.
• Extensive equipment support experience.
• Working technical knowledge of current protocols, operating systems, and standards.
• Ability to operate tools, components, and peripheral accessories.
• Able to read and understand technical manuals, procedural documentation, and OEM guides.
• Effective communication skills to interact with all levels of the company from the CEO to frontline employees.
• Strong task tracking and resolution logging skills to ensure productivity.

Working Conditions

• On-call availability as required.
• Working nights, weekends, holidays, and shifts.
• Travel between sites if necessary.
• Sitting for extended periods.
• Dexterity to operate keyboards, mice, tools, and handle components.
• Lifting and transporting heavy objects like computers and peripherals.

Diversity, Equity, Inclusion and Belonging

We value and celebrate differences. We strive to create a diverse and inclusive environment that empowers our people. We believe everyone has the right to express their ideas, ambitions, and pursue their goals with confidence and integrity. Diversity fosters innovation. We aim to build a welcoming culture that leverages unique perspectives to share the thrill of horseracing experiences worldwide.

Additional Details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Information Technology
• Industries: Entertainment Providers