Technical Support Analyst

DUCA; Toronto; On-site; CAD 52,000 - 65,000; Full time

Job summary

DUCA is seeking a Technical Support Analyst to join our IT team. You will provide end-user desktop support for internal staff, troubleshoot hardware and software issues, and resolve tickets in a timely, customer-focused manner.

You will work with Windows environments, AD/Azure AD, and M365, supporting projects and rotations for on-site branch coverage. A security-conscious, collaborative team player is essential.

Qualifications

• 3+ years of technical support experience.
• Experience in Windows 10/Server environments.
• Experience imaging desktops/laptops and configuring network printers.
• Active Directory, Azure AD, M365 administration experience.
• Experience using Help Desk software and ticketing systems.
• Strong verbal and written communication skills.

Responsibilities

• Provide end-user desktop support for internal clients.
• Triage, update and track IT requests using Help Desk system.
• Provide remote technical support via remote control tools.
• Document resolution steps clearly in tickets.
• Onboard/offboard users and manage access to websites and programs.
• Support IT projects and occasional branch visits.

Skills

Customer service mindset

Problem solving

Communication skills

Teamwork

Detail oriented

Prioritization

Education

Related IT field degree

Microsoft Certification (Windows 10/Azure/365)

A+/Network+/Server+ (asset)

Tools

Windows 10/Server 2016/2019

Active Directory / Azure AD

Microsoft 365 / O365

SharePoint

Microsoft Endpoint Configuration Manager

Help Desk software

Remote support tools

Job description

Why DUCA?

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".

DUCA ( www.duca.com ) is distinguished for the following:

• 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.

Technical Support Analyst

DUCA is looking for a Technical Support Analyst to join our growing team!

Job Purpose & Summary

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.

Key Accountabilities & Duties

• 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
• Document issue resolution progress via detailed notes on steps taken in tickets
• Hardware deployment, relocation and configuration
• Onboard and offboard users within DUCA’s network
• Administer and audit access to various websites and programs
• Communicate technical challenges and issues in a way that is clearly understood by DUCA employees at all levels; create instructions and other documents in a clear and easy to follow manner
• Assist with IT projects
• Occasional visits to DUCA branch locations to provide technical support or attend to and transport IT related equipment to and from

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
• Microsoft Certification (Windows 10 desktop support / Azure / 365)
• 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
• Basic understanding TCP/IP networking
• 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

Hours per Week: 38

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.

We thank all applicants but only those considered for an interview will be contacted.