Associate Systems Analyst (12-month Contract)
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Job Location:
Monthly Salary:
Posted on:
16 hours ago
Vacancies:
1 Vacancy
Job Summary
The opportunity
As an Associate System Analyst you will play a key role in delivering reliable and responsive technical support to both internal teams and external partners. This position serves as a frontline point of contact helping ensure technology issues are resolved efficiently whilemaintaininga strong focus on customer experience.
In this role you will investigate analyze and troubleshoot a wide range of technical issues by applying established procedures toidentifyroot causes and implement effective solutions. You will collaborate closely with senior analysts and other IT teams escalating complex or highimpact issues when while continuing to own and track incidents through to resolution.
You will alsobe responsible foraccurately documenting incidents service requests troubleshooting steps and resolutions within the service desk system. This documentation supports knowledge sharing continuous improvement and consistent service delivery across the organization. The ideal candidate is detailoriented customerfocused and eager to further develop their technical and problemsolving skills within a collaborative IT environment.
Who youll work with
In this role you will be a member of the Technology Services Division reporting directly to the TSS Manager. As part of the Service Desk team you will work closely to delivertimelyand effective support while partnering with senior technical specialists whoassistwith the escalation and resolution of more complex or highimpact incidents.
You will collaborate daily with both internal and external end users across the organization providing firstlevel technical support and ensuring consistent professional and highquality service experience.Strong communicationskills and a customerfocused mindset are essential as you will often serve as the primary point of contact for technologyrelated issues and service requests.
Your work will also involve coordinating with other technology teams when incidents require crossfunctional support. This includes exposure to and collaboration across technologies such as Windows operating systems hardware troubleshooting Microsoft 365 Active Directory SCCM Azure meeting room technologies (including Crestron and Microsoft Teams) mobile device management and network troubleshooting. Through this collaboration you will gain broad technical knowledge and contribute to the smooth operation and continuous improvement of enterprise IT services.
What youll do
Provide first-level technical support to end-users via phone email or in-person and chat
Troubleshoot hardware and software issues network connectivityproblemsand peripheral equipment malfunctions
Log all incidents and service requests in the service desk system and ensuretimelyclosure of tickets
Escalate complex incidents or requests to senior team members or other teams asrequired
Evaluate and prioritize incidents based on impact and urgency and take necessary actions to meet established service level agreements (SLAs)
Installconfigureandmaintainhardware and software systems asrequired
Create andmaintaindocumentation related to service desk procedures troubleshooting guides and end-user training manuals
Participate in service desk projects and initiatives asrequired
Provide end-user training on basic technology use and best practices
Some project work isrequired
Shift work covering the hours of on-site 7am-6pm with a rotating on-call weekend schedule
As well other assigned duties.
This position requires overtime/afterhourswork on occasion.
What youll need
Business Computer Science or related degree or equivalent education works
Minimum of 2 years of experience in a service desk or technical support role
Excellent troubleshooting and problem-solving skills
Strong customer service orientation and interpersonal skills
Hands on experience with Desktops and Laptops Windows OS iOS Microsoft Office Suite O365 Active Directory Tools SCCM Group Policies MS Teams Meeting Room Technologies Printer Hardware VDI/VM Mobile Device Management
Knowledge of AZURE is preferred
Experience with Active Directory and Exchange
Ability to de-escalate tense customer situations while proactively providing first class service
ITIL Foundation certification preferred
#LI-AP1 #LI-Hybrid
What were offering
Competitive compensation
Numerous opportunities for professional growth and development
A flexible work environment combining in office collaboration and remote working
Our Flexible Travel Program gives you the option to work abroad in another region/country for up to a month each year
Employee discount programs including Edvantage and Perkopolis
At Ontario Teachers diversity is one of our core strengths. We take pride in ensuring that the people we hire and the culture we create reflect and embrace diversity of thought background and experience. Through our Diversity Equity and Inclusion strategy and our Employee Resource Groups (ERGs) we celebrate diversity and foster inclusion through events for colleagues to connect for professional development networking & mentoring. We are building an inclusive and equitable workplace where our talent is respected accepted and empowered to be themselves. To learn more about our commitment to Diversity Equity and Inclusion check out Life at Teachers.
How to apply
Are you ready to pursue new challenges and take your career to the next level Apply today! You may be invited to complete a pre-recorded digital interview as part of your application.
Accommodations are available upon request () for candidates with a disability taking part in the recruitment process and once hired.
Candidates must be legally entitled to work in the country where this role is located.
Ontario Teachers may use AI-based tools to assist in screening and assessing applicants for this position. These tools may help us identify candidates whose skills and experience align with Ontario Teachers objectives by analyzing information provided in resumes and applications. Our use of AI does not replace human decision-making.
To learn more about how Teachers uses AI with your personal information please visit our Privacy Centre.
Functional Areas:
Information TechnologyVacancy:
Current
Requisition ID:
Required Experience:
IC
Key Skills
- Fund Management
- Information Technology
- Conveyancing Paralegal
- Corporate Sales
- Asic
