IT Support - Support Services Analyst

SUMMARY

The Support Services Analyst role is responsible for the smooth running of computer systems and applications and ensuring users receive maximum benefits from their computers.  It is important that applicants have strong problem solving skills and are able to communicate with other colleagues in a clear and professional manner.  The successful candidate’s primary role will be supporting Taboo Resort and Lora Bay Golf colleagues and equipment and secondary role would be supporting the rest of the Great Gulf Group of Company colleagues. The hours for this position will be 9:00am to 5:00pm, Wednesday to Sunday.

KEY RESPONSIBILITIES

• Providing Tier 1 support for both hardware and software issues for employees, guests and condo owners, both remotely and onsite.
• Resolving first level support issues for core applications
• Installing and configuring computer hardware, operating systems and applications;
• Monitoring and maintaining computer systems and networks;
• Talking staff or clients through a series of actions, either face-to-face or over the telephone, to help set up systems or resolve issues;
• Troubleshooting system and network problems, diagnosing and solving hardware or software faults;
• Replacing computer hardware parts as required;
• Setting users up on VOIP telecommunication systems;
• Providing AV setup and teardown of equipment for both corporate and internal events;
• Providing support, including procedural documentation and relevant reports;
• Following diagrams and written instructions to repair a fault or set up a system;
• Supporting the roll-out of new applications;
• Setting up new users' accounts and profiles and dealing with password issues;
• Rerouting and escalating tickets to other internal teams;
• Responding within agreed SLAs;
• Prioritizing and managing many open cases at one time;

COMMUNICATION/INFLUENCING OTHERS

The Support Services Analyst role will be interacting daily with various stakeholders on a daily basis.  This will include assisting and communicating with colleagues across all the Great Gulf Group of Companies as well as communicating and assisting with guests and condo owners at Taboo. 

EDUCATION, EXPERIENCE, AND QUALIFICATIONS

• Knowledge of Microsoft Office
• Understanding of AD, DNS, networking, O365 admin portal
• Knowledge of Voip phone systems

• Knowledge with Property Management, POS Systems and Interfaces
• Ability to diagnose and resolve software and hardware issues

• Experience using a ticketing software tool\process
• Strong creative thinking abilities
• Strong problem-solving abilities
• Excellent written and verbal communication skills
• Able to communicate in a clear and professional manner

SUPERVISION & BUDGET AUTHORITY

N/A

PHYSICAL ENVIRONMENT

This position will be 100% work from the office, with 4 days a week at Taboo Resort and 1 day a week at Lora Bay Golf course.  There may be an occasional trip to 351 King St East required (approx. once a quarter).

PHYSICAL REQUIREMENTS

This position will require lifting of computer equipment (laptops, desktops, monitors, servers, etc) on a regular basis.  It will also require the applicant to maneuver in tight spaces (ie: under and around desks) in order to run cables and set up workstations.