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Deskside Support Analyst

Job ID:
Job Type:
Full Time
Toronto, Ontario, Canada
Job Category:
Information Technology
Closing Date:
February 18, 2019

Why join us?

We are looking for a highly motivated Deskside Support Analyst to join our Information Technology team in Toronto. In this role, you will be responsible for ensuring proper operation of the desktop computing environment across the organization. This role will provide second and sometimes third tier support for all clients in relation to all computing and mobile devices and associated technologies.

The successful candidate will work with the various technical teams and clients across the organization acting as a senior escalation point to resolve issues. This also includes receiving, prioritizing, documenting, and actively resolving end user requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

As a member of this team, you will be responsible for:

• Providing Level 2nd and 3rd level technical support when requested
• Providing executive level support
• Acting as an escalation point for advanced or difficult help requests.
• Escalating problems (when required) to the appropriate owner (internal or external).
• Recording and track using the ITSM tool, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Assisting in the creation and maintenance of IT knowledge resources for level 1 resources.
• When required perform hands-on fixes at the device level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Working to ensure that our IT standard align with the enterprise’s security and compliance needs
• Performing preventative maintenance on end user devices as well as assigned servers.
• Testing fixes to ensure problem has been adequately resolved.
• Performing post-resolution follow ups with users as required and record actions taken against the ITSM ticket.
• Administration of our mobile device management standards
• Creating/maintaining Active Directory Group Policies for a consistent end user experience
• Writing scripts that perform system tasks and change configurations.
• Maintaining software-testing environment for new security patches, Windows updates, etc.
• Performing hands-on technical upgrades and deployments
• Contributing and maintain the standards for enterprise OS images
• Maintaining/improving application deployment technique and tools such as SCCM
• Ensuring that any new software integration into company systems meets stability requirement and communicate test progress, test results, and other relevant information to project stakeholders and management.
• Collaborating with analysts, designers, and system owners in the testing of new software programs and applications
• Managing and maintaining our enterprise printing standards
• Performing PoC, advise management with summary and findings in a timely manner
• Establishing and building relationships with 3rd party vendors and/or consultants
• Gathering detailed requirements for projects when necessary

To succeed in this role, you:

• College Diploma or University Degree in Computer Science, Business or equivalent
• Minimum of 3 to 5 years experience as a Deskside Support Analyst
• Mobile iron or other EMM solution experience is a must have
• Service Now or another industry leading ITSM solution knowledge is a must have
• Must have experience supporting an enterprise Windows 10 environment
• Certified ITIL V.3. Foundation is an asset/experience in an ITIL-based service environment
• MCSE an asset
• Working knowledge of the Apple DEP program
• Advanced knowledge of AD along with GP, scripting & NTFS permissions, WINS, DNS, Sites and services. Forest trust relationship, DHCP, backup and restore process/procedures
• Experience supporting virtual collaboration platforms (Skype/WebEx)
• Knowledge of SCCM including packaging and scripting application install across the enterprise
• Experience with MS Server Update Services (WSUS)
• In-Depth knowledge of Application Virtualization, Enterprise BitLocker Management, OS deploy & desktop migration
• Exchange management – end user level, not server support as well as O365 migration knowledge
• Scripting, PowerShell v3 experience an asset

Our story:

OMERS (Ontario Municipal Employees Retirement System) is the defined benefit pension plan for approximately 470,000 active, deferred and retired employees from nearly 1,000 municipalities, school boards, libraries, police and fire departments, and other local agencies in communities across Ontario.

The benefits and services we provide are funded by equal contributions from active members and their employers, and the investment earnings of our Fund. Our $85.2 billion of net assets are invested in a diversified global portfolio of public investments, private equity, infrastructure and real estate. We have OMERS employees in Toronto and other major cities across North America, the U.K., Europe and Australia. We work towards our vision to make OMERS a leading model for defined benefit pension plan sustainability. Our core mission is to deliver secure and sustainable pensions to our members.

OMERS is committed to having a workforce that reflects the communities in which we live and work. Diversity and Inclusion at OMERS means we respect and value the broadest range of experiences, geographies, gender, ethnicities and perspectives as key elements of our culture. We are an equal opportunity employer committed to a barrier-free recruitment and selection process. If contacted for an employment opportunity, please advise if you require accommodation. #LI-POST

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