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IT Support - Support Services Analyst

Posted: June 10 2022
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Come work & play in beautiful Muskoka! Taboo Muskoka is a privately owned Resort and Golf Operation whose mandate is to 'Create happiness by offering incredible Muskoka experiences to our guests and team.''

DEPARTMENT:

IT Support

REPORTS TO:

Manager, Support Services

LOCATION:

Taboo Resort (4 days)/Lora Bay Golf (1 day)

TRAVEL REQUIREMENT:

Up to 25% travel required within Ontario


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.

 



Taboo Muskoka is committed to providing a fair and equitable work environment and encourages applications from qualified women, men, visible minorities, aboriginal peoples and persons with disabilities. As per the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA), Taboo Muskoka will accommodate the needs of applicants with disabilities throughout all stages of the selection process. If you need accommodation during the recruitment process, please advise Human Resource.

Taboo Muskoka is committed to protecting the health and safety of our employees, suppliers, and our customers and visitors. Employment with Taboo Muskoka is conditional upon you having received all required doses of a COVID-19 vaccine series approved by Health Canada at least 14 days prior to your start date.  You must provide a copy of your Ministry of Health COVID-19 Vaccine Dose. If you have a medical reason, or any other reason pursuant to the Ontario Human Rights Code, for not being fully vaccinated now or in the future, you may submit a written request for accommodation with an explanation of the ground and/or any supporting documentation to assist in the determination of exemption from this condition.