Technical Analyst

CITY OF ST. CATHARINES; St. Catharines; On-site; CAD 60,000 - 78,000; Full time

Job summary

The City of St. Catharines is seeking a Technical Analyst to support IT systems across city locations. You will troubleshoot hardware, software, and connectivity issues, assist with device provisioning, and maintain Microsoft solutions including Office 365.

You will bridge gaps between technical teams and end-users to improve IT infrastructure stability. The role includes desktop imaging, deployment planning, and ensuring secure, compliant operations while supporting MDM, Intune, and networked

Qualifications

• Three-year college diploma in IT, computer systems, network administration, or related field.
• Two years of relevant work experience.
• Microsoft certifications preferred (e.g., Windows Server, 365, A+, ITIL).
• Experience with hardware, software, and network troubleshooting.

Responsibilities

• Provide Level 1-2 IT support across city locations and partners, log requests, resolve hardware, software, and network issues, and escalate when needed.
• Assist with desktop image standardization, deployments, and evaluate new technologies for the organization.
• Maintain up-to-date software, manage device encryption, and oversee Active Directory and Microsoft 365 services.
• Implement client security strategies, manage hardware lifecycles, and coordinate vendor and student support activities.
• Support printer/copier fleet management and digital signage administration, ensuring reliable operations.

Skills

Troubleshooting

Customer service

Documentation

Communication

Organization

Education

College diploma IT

Tools

Microsoft Intune

Microsoft 365

Configuration Manager

SharePoint

Exchange Online

PowerShell

SQL

Bell Total Connect

Webex Phone Management

Active Directory

Job description

About the Role:

We are looking for a Technical Analyst to join our IT team. In this role, you will support the organization's IT systems by providing technical support, troubleshooting hardware, software, network, and connectivity issues, and escalating as needed. You will assist with system maintenance and manage client hardware provisioning, deployment, and maintenance. You'll also play a key role in Mobile Device Management (MDM), ensuring compliance with organizational policies. Additionally, you will help implement and maintain Microsoft software solutions, including Office 365, and support the rollout of core city systems for smooth integration. Your proactive and collaborative approach will bridge the gap between technical teams and end-users, enhancing IT infrastructure stability and performance.

What You'll be Doing:

• Level 1 & Level 2 Support: Respond to service requests from city locations and partners, recording updates in the Help Desk system. You will resolve hardware, software, and network issues, providing support for smartphones and troubleshooting O365 environments, while escalating unresolved problems. Additionally, you will install and configure PCs, laptops, and peripherals to ensure operational efficiency.
• Supports Continuous Improvement: Research and evaluate new technologies, standardize desktop images, and coordinate new releases. You will also set future directions for Microsoft, Apple, and mobile technologies to ensure the organization remains at the forefront of technological advancements.
• Administration and Maintenance: Maintain up-to-date software and systems, manage device encryption, and oversee Active Directory. Your responsibilities include configuring Microsoft 365 services, maintaining network printers, and managing AV technologies and network infrastructure to ensure seamless operations.
• Implementations: Implement client security strategies and manage hardware life cycles by regularly updating firmware and software. You will maintain backup strategies and liaise with service providers for voice and data cabling to ensure minimal disruption and optimal performance.
• Vendor and Student Management: Coordinate third-party activities, ensuring compliance with standards and policies, while supervising student workers to maintain quality output.

What's Required:

• Three (3) year College diploma in IT, Computer Systems, Network Administration, or a related field.
• Two (2) years of relevant work experience.
• Certifications: Microsoft certifications (e.g., Microsoft Certified: Windows Server, Microsoft 365 Certified, CompTIA A+, ITIL, etc.) are preferred.
• Experience in hardware support and troubleshooting in networked environments.
• Experience with Microsoft Intune, 365, Configuration Manager (MCM), SharePoint, Exchange Online, PowerShell, and SQL.
• Familiarity with Bell Total Connect and Webex Phone Management.
• Knowledge of networking protocols, DNS, DHCP, and Active Directory.
• Experience with printer/copier fleet management and digital signage administration.
• Excellent troubleshooting skills for software, hardware, and network issues.
• Strong organizational and multitasking abilities.
• Proficient in creating technical documentation.
• Effective written and verbal communication with non-technical users.
• Customer service-oriented with a focus on high-quality support.
• Independent work capability with task prioritization and deadline management.
• A flexible work style and an aptitude for detail and accuracy.
• Ability to perform duties that may involve working in awkward spaces or lifting and moving heavy hardware.
• A valid class "G" driver's license is required for periodic travel between locations.