Technical Support Analyst & IT Trainer

The Technical Support Analyst & IT Trainer role is primarily responsible for end user support and training of the our client’s primary applications. The role includes components of systems, hardware, Audio Visual, networking and other associated peripherals as required. This role may also require working with vendors when necessary to resolve issues.

Responsibilities

• Provide assistance to the Service Desk team supporting end users with an emphasis towards training or document assistance type calls
• Responsible for quality assurance requirements and testing, including documentation of process – may be part of project work or through upgrades where testing is required
• Provide technical support to all employees (telephone calls, emails, requests and drop-ins) – including all hardware and software solutions
• Enter, track and close assigned service desk incidents or change requests
• Schedule, manage and coordinate IT training requirements
• Provide end user training to all members including new hires and continued education – this may include one on one training, recording videos, quick reference guides, lunch and learns or arranging for vendor training
• Determine resource requirements to meet end user training needs
• Work with other groups when/if required to assist in the resolution of Information Technology issues/changes or training needs
• Documentation of Information Technology systems where required
• Microsoft Office support
• Work with Service Desk Manager to seek ways to reduce call volumes – may include changes/modifications to existing solutions, training for the team or business, or the development of training materials
• Assist with the planning, development and implementation of Information Technology projects – may include working with the business, larger technology groups or vendors
• Liaise with the business to understand needs and ensure a successful user experience desired learning outcomes
• This role includes the opportunity to participate in afterhours support rotation

Qualifications

• Minimum 4 years of experience as a Technical Support Analyst
• Understanding of technology and how it applies to the needs of the business
• Knowledge of advanced computer hardware, including desktops, laptops, printers and wireless devices
• Strong Office 365 knowledge
• Prior training experience – an asset
• Extensive experience with desktop and server operating systems (Windows)
• Experience with Azure/Cloud Administration
• Provide access to clients – permissions, password resets, unlocking accounts through Active Directory
• Administer and maintain end user accounts, permission and access rights
• Exceptional written and oral communication skills
• Ability to work independently
• Time management skills and ability to juggle priority projects and tickets

This is a hybrid position contract to perm role located in downtown Toronto with an annual salary of $55,000.00 – $75,000.00. At times, this position may require working outside of normal (9-5) business hours and travel to other sites.