Desktop Support Engineer (Dispatch /Part-Time)
Axiom Technologies
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Job summary
DUCA Credit Union is seeking a Technical Support Analyst to deliver desktop and software support to employees across the organization. You will resolve hardware and software issues remotely and in person, using ticketing systems and remote tools, while maintaining a strong customer-service mindset.
The role requires 3+ years in technical support, Windows knowledge, and experience with AD/Azure AD and Microsoft Endpoint. Occasional travel to branches is expected.
Qualifications
- Post secondary education in a related technical field.
- 3+ years of technical support experience.
- Experience in Windows 10/Windows Server 2016/2019.
- Experience imaging Desktops/Laptops.
- Experience configuring Network/Standalone Printers.
- Experience using Help Desk software.
- Experience in AD, Azure AD, Microsoft Endpoint and M365/O365 administration.
- Experience / certification in Mac OS and iOS support (asset).
- Prior experience in a Financial Institution (asset).
Responsibilities
- Provide end-user facing desktop support for all internal clients.
- Record, track, triage, elevate, and update employee IT requests using the Help Desk system.
- Respond to all users promptly and troubleshoot tickets efficiently with a service orientation.
- Provide remote technical support using remote control tools.
- Travel to DUCA branches as required to support service calls.
Skills
Education
Tools
Job description
We’re a vibrant, exciting credit union that lives its \"profits with a purpose\" philosophy in every financial transaction, product, interest rate, and community initiative we offer. Founded in 1954, DUCA has grown from a single branch credit union in Toronto to 19 branches across Southern Ontario with over 85,000 Members we are proud to serve.
We exist to help People, Businesses and Communities Do More, Be More, and Achieve More.
- Positive, un-big bank like service experience delivered through Member-facing staff in branch, on the phone (Member-Connect) and via our Mobile mortgage specialists, Wealth Management advisors and Commercial and Business Banking Account Managers.
- Competitive rates.
- Personalized financial solutions, guidance, and service with the lowest possible fees for both Personal and Business Members.
- Profit sharing among Members.
- Multiple ways to bank—online, mobile app, phone/full-service Member Connect Contact Centre, and, of course, in-branch—DUCA is accessible 24/7
- A community philosophy of “profits with a purpose” culminating in the creation of the DUCA Impact Lab (www.ducaimpactlab.com), a charitable foundation committed to helping the credit challenged and underbanked. This led to DUCA's designation as a B-Corp certified organization, the first ever credit union to receive this global recognition.
A career with DUCA means you’ll find endless opportunities to make a difference with your unique abilities and perspectives. Our people live their purpose while helping others Do more, Be more and Achieve more with their money and their lives. At DUCA, you’ll be part of a vibrant and collaborative team where you’ll be supported to excel and make an impact, no matter what role you play.
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The Technical Support Analyst provides helpdesk support to DUCA employees by resolving hardware and software issues remotely and in person, via phone, remote support tools, and DUCA’s ticketing system. The incumbent will use their experience and knowledge of Windows and other software to troubleshoot various software and hardware issues.
Demonstrating a customer-service approach, the Technical Support Analyst pays close attention to details while troubleshooting problems and communicates effectively with employees at all levels of the organization.
- Provide end-user facing desktop support for all internal clients
- Record, track, triage, elevate, and update employee IT requests using DUCA’s Help Desk ticketing system
- Respond to all users in a timely manner and troubleshoot tickets efficiently and professionally, demonstrating a strong service-orientation and adherence to corporate IT standards
- Provide remote technical support using remote control tools
- Track and resolve multiple competing priorities while keeping end users updated on the progress of their open requests
Occupational Experience & Education Requirements
- Post secondary education in a related technical field
- 3+ years of technical support experience
- Experience in using and supporting Windows 10/Windows Server 2016/2019
- Experience imaging Desktops/Laptops
- Experience configuring Network/Standalone Printers
- Experience using Help Desk software
- Experience in AD, Azure AD, Microsoft Endpoint and M365/O365 administration
- SharePoint, Bell Total Connect, and Bell On Demand Contact Centre (ODCC) administration is an asset
- Experience / certification in Mac OS and iOS support
- Experience using Microsoft Endpoint Configuration Management is an asset
- A+ / Network+ / Server+ certification is an asset
- Prior experience working within a Financial Institution an asset
- Experience supporting Central 1 Member Direct or another online banking system an asset
Knowledge, Skills & Attributes- Demonstrated strong proficiency with Microsoft Office suite of products
- Strong written and verbal communication skills
- Team-player with a customer-service mindset who enjoys helping people and collaborating with others
- Demonstrated trouble shooting problem solving, critical thinking, and analytical skills
- Ability to prioritize and manage workload to meet established service standards
- Knowledge of Active Directory, Group permissions and NTFS file system permissions
- Basic understanding of Group Policy
- Strong ability to track multiple competing priorities and keep end users updated on the progress of their open requests
- Ability to keep detailed notes on steps taken in tickets
- Demonstrated ability to create easy to follow documentation
Working Conditions- Ability to travel to DUCA’s branches as required with the ability to transport printers, desktop computers, etc. when needed, to support a service call;
- Driver’s license and access to a vehicle required
- Rotating evening and weekend availability is required to provide paid on-call support
- Some work under desks and/or lifting (up to 40lbs) required when deploying workstations
Department: Information Technology
Primary Location: Corporate Office
Employment Status: Full-Time
Salary: The annual salary range for this position is $51,904 to $64,880. Actual annual base salaries will vary depending on relevant job-related factors such as experience, knowledge, skills, qualifications, and education/training. This position may be eligible for discretionary bonuses.
Number of Existing Vacancies: 1
DUCA is committed to employment equity and encourages applications from all qualified candidates. Recruitment related accommodations will be provided upon request.
Our hiring process includes AI screening for keywords and minimum qualifications. Talent Acquisition Partners review all results.
Qualified applicants are encouraged to submit their application. Applications must include a resume.
We thank all applicants but only those considered for an interview will be contacted.
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