Job Description

Technical Support Analyst

Job Purpose & Summary

The Technical Support Analyst is responsible for providing first line helpdesk support to DUCA front line staff, assisting them with hardware and software issues via phone and ticketing system. The incumbent will use their experience and knowledge of Windows and other software to troubleshoot various software and hardware issues.

The Technical Support Analyst is detail oriented with great communication skills and an ability to troubleshoot problems. Experience working in the financial services industry is considered an asset.

Key Accountabilities & Duties

• 1st Level Desktop Support for Internal Customers
• Record, track, triage, escalate, and update DUCA staff's IT requests using DUCA's Help Desk ticketing system
• Respond to all user's phone calls and trouble tickets in an efficient, proper and professional manner, demonstrating a strong service-orientation
• Support users remotely using remote control tools
• Hardware deployment, relocation and configuration
• User onboarding and off-boarding
• Some IT Project work
• Some travel within extended GTA to support branches, may be required

Occupational Experience & Education Requirements

• Experience in using Windows 10/Windows Server 2016/2019
• Experience imaging Desktops/Laptops
• Experience configuring Network/Standalone Printers
• Experience using Help Desk software

Knowledge, Skills & Attributes

• Proficient with Microsoft Office suite of products
• Strong written and spoken communication and collaboration skills
• Demonstrated problem solving, critical thinking and analytical skills
• Ability to prioritize and manage workload
• Understand Service Level Agreements (SLAs)
• Knowledge of AD, Group permissions and NTFS file system permissions
• Basic understanding of Group Policy
• Basic understanding TCP/IP networking

Assets

• Microsoft Certification
• Prior experience working with a Banking System
• Experience supporting Central 1 Member Direct or another Online Banking System
• Credit Union experience
• Phone system administration

Working Conditions

• Some travel to DUCA's branches within the GTA required
• Some availability and work outside normal working hours (evening and weekends) will be required for call-in or stand-by hours, as needed.

Department: Information Technology

Primary Location: Corporate Office - 5255 Yonge Street, Toronto, ON M2N 6PN

Employment Status: Full Time

Hours per Week: 38

Job Grade Level: 4 (Four)

About DUCA

DUCA exists to help people do more, be more and achieve more with their money and their lives. We're driven by a co-operative philosophy that puts our Members (and Owners) at the centre of every decision we make, gives them a voice in how we're run, and rewards them for their loyalty by sharing our profits.

At DUCA, we're dedicated to creating a positive environment where our employees have growth and development opportunities, a healthy work/life balance, opportunities to give back to the community, and a focus on doing what is right for our Members. DUCA offers a competitive total compensation package including base salary, a short-term incentive (bonus) program, a comprehensive benefits program, pension plan, and employee banking benefits.

DUCA is committed to employment equity and encourages applications from all qualified candidates. Recruitment related accommodations will be provided upon request.

Qualified applicants are encouraged to submit their application. Applications must include both a resume and cover letter.

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