Job Summary
Tier 1 Support Analyst
Location: Newmarket, ON Category: Content/Document Management
Job Type: Temporary/Contract Reference: CA_EN_6_17450_59456216
Posted: November 07,2017 Salary: $20 - $22 Hourly

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  • MUST have: Access to car and drive. This area is not TTC accessible.


  • Duration: Nov 13th , 2017 till Feb. 9th, 2018


The Analyst is responsible for providing first level IT support for the following technologies: workstations, servers, printers, networks, internet/WAN, telephone, mobile devices, security system and vendor specific hardware/software.
• Provide a high level of customer service as the primary IT contact in the organization
• Troubleshoot hardware and software problems for end users at approx 20 branches and provincial office
• Use tracking system to record all inquiries received in accordance with the established procedures
• Work with the IT provider to ensure requests are routed to the proper resource and escalate issues that require senior engineer level of support
• Communication with staff to inform them of incident progress, notification of impending changes or agreed outages
• Basic support relating to: Microsoft Office and operating systems
• Basic support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix
• Install, configure, troubleshoot, repair and perform maintenance on desktops, laptops, tablets, thin clients, printers, blackberries, Mac, audio video equipment, and other hardware
• Coordinate new and departing users to ensure requests are completed in a timely manner
• Maintain provincial office telephone and security system
• Maintain IT asset inventory logs for PC’s, printers and other hardware
• Support to all IT projects, including the transition of the current network to a Citrix-based cloud network for the provincial office and branches
• After hours support as required (i.e.: evenings and weekends)
• Related University degree or College diploma or equivalent, preferably in IT
• 1 to 2 years of related experience
• Microsoft or CompTIA certifications an asset
• Advanced understanding of operating systems, business applications, printing and network systems
• Experiencing working in a Citrix environment an asset
• Ethernet network topology experience and TCP/IP proficiency an asset
• Knowledge of Active Directory, File Server and Network Security as asset
  Airwatch MDM experience would be a strong asset
• Strong customer service and communication skills
• Ability to work independently, adapt to change, multi-task and meet timelines
• Some travel required
• Must be a team player

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