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technical support analyst

Posted on December 10, 2024 by Employer details Green Infrastructure Partners Inc.

Job details

Reporting to the Manager, IT the Technical Support Analyst will help maintain GIP's IT infrastructure across remote and local office environments . *Primary Scope of Role :* * Troubleshoot requests, set up equipment, and provide user support, with periodic travel to various office sites. * Install, modify, and repair computer hardware, software, and peripherals. * Perform hardware and/or software relocation and reconfiguration as needed. * Diagnose and resolve technical issues with approved diagnostic tools. * Prepare requisitions for IT-related hardware and software purchases. * Provide support for Microsoft Office 365 suite of products, including setup, troubleshooting, and management. * Perform onboarding and offboarding tasks, including account creation and deactivation in Active Directory. * Support core infrastructure services such as Active Directory, DNS, DHCP, and file services. * Deploy and manage mobile devices, including configuration and troubleshooting. * Monitor the ticket system to identify and implement preventive actions. *Specific Duties :* * Record and document incidents following ITIL best practices. * Prioritize and execute issue resolutions promptly. * Provide technical support to end users. * Set up and communicate follow-up timelines. * Respond to calls and emails within established Key Performance Indicators (KPIs). * Participate in on-call responsibilities as needed. * Document network infrastructure changes. * Create and maintain Standard Operating Procedures (SOPs). * Monitor select hardware, software, and network resources. *Position Requirements :* * Associate?s or Bachelor?s degree in IT, Computer Science, or a related field. * 3-5 years of technical support experience. * CompTIA A+, Network + or equivalent certification preferred. * Proficiency in Windows and macOS operating systems. * Experience with remote support and diagnostic tools. * Strong understanding of networking fundamentals. * Awareness of cybersecurity best practices. * Experience with Microsoft Office 365 suite of products. * Knowledge of Active Directory, DNS, DHCP, and file services. * Experience with MDM tools * Ability to lift 25 pounds of technical equipment. * Ability to perform tasks that require working at medium heights (e.g., accessing server racks, installing network equipment) safely and efficiently. * Ability to connect and interact with people to seek different perspectives. * Superb communication and interpersonal skills * Strong ability to effectively prioritize and manage multiple competing priorities. * Demonstrate versatility and resourceful in overcoming business challenges. *Success Predictors* * Analytical mindset. * Versatile and resourceful problem solver. * Proactive and self-motivated. * Effective communicator, confident in engaging with all levels of the company. *About Us* *Our People* At Green Infrastructure Partners (GIP), our people are second to none. Our most valuable asset is people ? our employees, our customers, and the public. Nothing is more important than our people coming to work happy and leaving safely. GIP team members are at the heart of our success in designing and delivering infrastructure projects safely, thoughtfully, and with the highest quality. *Our Work* The work we do impacts lives. It impacts our schools and neighbourhoods and shapes our communities and cities. We are one of Canada?s largest and fastest growing construction companies. Every day our people are designing, delivering, and maintaining infrastructure for Canada?s rapidly growing cities. From demolition, shoring and foundations, excavation, remediation, to structures, paving and the production of materials, we have the unique ability to self perform all project scopes without reliance on sub-contractors. The work we at GIP today will carry us into a better, greener, and safer tomorrow. *Our Culture* We are committed to fostering a work environment that embraces Diversity, Equity, Inclusion and Belonging f