Technical Support Analyst

intermediate IT Support Analyst/Systems Administrator 

We are looking for an intermediate level ( 5 years exp) resource to provide full-time, frontline IT support/administration to one of our clients (a global non-profit company). The position would be responsible for day-to-day IT operations, user administration, endpoint support, IT asset management, onboarding/offboarding activities, and contributing to IT standards and documentation. The position is expected to provide regular support during business hours and able to work from their Ottawa office at least two days per week. They will work with a team of 3-4 other support reps. This resource should have a STRONG  customer service focused mindset a and have a friendly and easy going and able to work with a wide array of users and team members. They will support up to 500 users and be the first point of contact for level 1 & 2 support.

JOB DESCRIPTION

• Assist in IT operations and support client staff as the first point of contact for troubleshooting of software and hardware issues.
• Create and modify users' profiles as required following IT standards. Update users' official title and department access when needed.
• Create and modify users' accesses on client systems. Ensure that users are provided with the correct security and distribution groups. Reset and manage users' passwords when necessary.
• Provide basic assistance on Active Directory both on-prem and on Azure as well as on other managed devices and services such as DNS, DHCP, RDP, Printing, Firewall, Switches, Office 365
• Install, configure, and troubleshoot corporate computers.
• Coach staff in using hardware and software more effectively and efficiently.
• Support in the management of client's IT Assets (hardware and software) for both inventory and lifecycle purposes.
• Track IT equipment in the Ottawa office during their lifecycle as per the relevant corporate policies.
• Update the IT assets inventory with newly procured IT equipment.
• Ensure that equipment that has reached its end-life is replaced in a timely fashion.
• Verify that IT equipment is procured with the relevant warranties and that warranties are applied when a repair is needed.
• Provide the technical aspect of the onboarding and the offboarding of users
• Provide new user account with appropriate security and distribution groups for each new staff and consultant when required.
• Setup and configure laptops, accessories, and appropriate software for new employees as per the corporate onboarding package.
• Conduct briefing on the use of client's IT systems and the IT processes for new employees.
• Ensure that departing staff have their network and systems access discontinued, their licenses terminated or repurposed, and work with HR to make sure that allocated equipment is timely returned.
• Assist in the development of corporate standards and the IM/IT strategy
• Review and recommend technical specifications for new laptop and other IT related equipment purchases and maintain approved models list.
• Assist in the development of IT-related policies and procedures by providing inputs.
• Assist in the development and maintenance of IT tutorials and other training materials.
• Assist in the development and maintenance of IT standards: Forms, lists of approved assets, templates, and any required technical document.

Based on performance, long term extension is likely.