Desktop Analyst ➔ Etobicoke, Ontario | Full time

Woodbine Entertainment Group; Ontario; On-site; CAD 50,000 - 80,000; Full time

Job summary

A leading entertainment company is seeking a Desktop Analyst to enhance end-user computing support across its locations. The role involves troubleshooting hardware issues, documenting repairs, and collaborating with technical staff. With opportunities for skill development and a commitment to diversity, this position is ideal for proactive individuals eager to contribute to a dynamic team.

Qualifications

• 2+ years of related work experience is required.
• Ability to read technical manuals and procedural documentation.
• Communicate effectively with all levels of staff.

Responsibilities

• Support and maintain end-user devices to ensure optimal performance.
• Troubleshoot complex computer problems and provide solutions.
• Document equipment failures and maintain service records.

Skills

Technical knowledge of hardware

Hands-on hardware troubleshooting experience

Working knowledge of current protocols, operating systems, and standards

Effective communication

Education

College diploma or university degree in computer science

Certifications in Microsoft and Cisco products

Job description

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 equivalent work experience.

Certifications in Microsoft and Cisco products an asset

Excellent technical knowledge of hardware

Excellent technical knowledge of PC internal components

Hands-on hardware troubleshooting 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

Must be comfortable communicating with all levels of the company from the CEO to a frontline employee

Effective communication, task tracking and resolution logging is essential for this role as it enables productivity throughout the IT department

Working Conditions

On-call availability for as required

Working nights, weekends, holidays and shifts

Travel between our owned/operated sites if required

Sitting for extended periods of time.

Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components.

Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals

Diversity, Equity, Inclusion and Belonging

Be Yourself.

We believe differences should be valued and celebrated. By building diverse and inclusive teams, we strive to provide a more authentic and empowering work experience that unlocks the potential of our people. Regardless of race, religion, colour, national origin, sex, gender, expression, sexual orientation, age, marital status, veteran status, or disability status, we believe everyone has the right to express their ideas, ambitions, and pursue their goals with confidence and integrity. Diversity breeds innovation. We want people to think differently. Our commitment is to build a culture that welcomes everyone and leverages their unique perspectives to be a great entertainment company that shares the thrill of horseracing experiences with the world.