Technical Analyst

The Alcohol and Gaming Commission of Ontario (AGCO) is a regulatory agency that reports to the Ministry of the Attorney General. The AGCO is responsible for regulating the alcohol, gaming, horseracing, and cannabis retail sectors in Ontario, in accordance with the principles of honesty and integrity, and in the public interest.

The Digital Platforms and Cybersecurity Branch of the AGCO is looking for an experienced Technical Analyst to administer, support and provide reporting on the AGCO’s Service Desk operations. Reporting to the Manager, Service Desk, the Technical Analyst will be responsible for the modernization of the user computing operation as well as provide escalated support to the Service Desk team.

Working alongside the Service Desk team, the Technical Analyst will:     

• Provide escalated support (Tier 2 for all end-user technologies) for user software, hardware, mobile devices, remote access, and related matters.
• Timely acknowledge receipt of support incident with users and obtain additional information if required.
• Provide prompt updates to work orders chronologically with the time stamp and clear details of any changes or updates.
• Strive to resolve the incident within the allotted support work type SLA.
• Provide users with regular status updates on issue if not resolved within the SLA.
• Regularly monitor all open work orders and provide advice to Service Desk Specialists on complex problems.
• Perform mobile device upgrades, noting device info for traceability.
• Provide primary support for complex or uncommon systems.
• Ensure the Service Desk adheres to the AGCO operational policies, procedures, and compliance guidelines by developing and maintaining user procedures and supporting technical documentation as required.
• Make recommendations to improve processes and workflows including Service Desk functions.
• Be the main point of contact for any support requests from the C-level executives, board members and other senior executives.
• Mentor and develop service desk specialists, fostering a collaborative and growth-driven team environment.
• Participate in rotational on-call duty and perform maintenance work outside of normal business hours.

The ideal candidate will have:

• Education in computer science, an IT-related discipline, or equivalent professional experience.
• A minimum of 5 years of experience working in a technical support capacity in an enterprise environment.
• Demonstrated experience with Microsoft 365, Microsoft Endpoint Manager, Intune, MECM, Windows Autopilot, SCCM and Identity Management (Active Directory, Azure Active Directory).
• Expert knowledge of operating systems, hardware, software, network peripherals, MFP printers, and TCP/IP.
• Experience in automating remote software deployments, including Microsoft enterprise products and third-party products.
• Knowledge of Windows 10 and Windows 11 operating systems is required.
• A sense of urgency in resolving issues and exceptionally strong problem-solving skills to research, recommend, pilot, and implement solutions.
• Understanding of ITIL incident, service request, problem and change management processes.
• Excellent interpersonal, verbal, and written communication skills, with the ability to interact professionally with all levels of staff, business partners, and vendors.
• The ability to lead and manage multiple projects simultaneously and work effectively both individually and in a team environment.
• Willingness to participate in rotational on-call duty and perform maintenance work outside of normal business hours.
• A good understanding of external OPS systems (ie. IFIS, MyOPS, iExpenses, Go-Remote) is a nice to have.
• Commitment to staying up to date on the industry trends, continuously exploring and adopting new and emerging technologies to drive innovation and improvement.
• A valid Ontario Class “G” Driver’s License with a clean driver abstract.