Analyst, Technology

How you will contribute as part of the TRCA team:

The Analyst, Technology provides end user support for information technology services across TRCA. Coordinates order management, configuration and deployment of end user technologies, as well as ongoing maintenance of devices and applications, to maintain a high-quality fleet of technology assets. The position administers customer response, trouble-shoots and resolves incidents for end-user devices, software and peripherals.

Major Responsibilities:

• Provides 1^st/2nd-level technical support in troubleshooting and developing technical solutions supporting IT infrastructure from the PC and peripheral level to Servers and Switches 
• Provides technical support for all TRCA software systems, including business applications, communications and staff support systems
• Assists in performing testing and troubleshooting on systems and hardware 
• Manages escalations to 2nd-level or 3rd-level (Vendor) teams
• Monitors services through IT Help system and platform consoles to identify service degradation or interruptions, escalating as appropriate
• Provides end-user training and guidance on technology usage
• Procures end user device and peripheral hardware, software and services as required, ensuring TRCA acquires the best product for the best price  
• Configures mobile devices and activations 
• Provides support for the testing of new and existing software applications under development or consideration for purchase 
• Performs daily tasks for multiple active Service Desk and End User Device projects.  

What will you need to succeed:

Education (degree/diploma/certifications)

• Post-secondary diploma or degree in Information Technology, Computer Science, or related field
• Valid Ontario Class G2 driver's license

Experience

• 3+ years of relevant experience, including experience with desktop and server operating systems and application support experience with:
• Office 365  
• MDT Tools 
• Active Directory Admin 
• Device Admin Software (MDM) 
• Working knowledge of a range of diagnostic utilities 
• Experience with desktop and server operating systems 
• Familiarity with the fundamental principles of ITIL 

Knowledge/Skill/Ability - Competencies

• Proficiency in MS Office suite including online software such as MS teams, WebEx, and SharePoint
• Working technical knowledge of computing technologies, including devices, software installation, network and server resources, and anti-virus and security
• Ability to communicate technical information to a non-technical audience
• Able to self-manage workload and prioritize tasks as an ongoing challenge in a frequently fluctuating workload and multiple deadlines