Technical Analyst

We are looking for a Technical Analyst to kick off the New Year! Come join the Family and Apply!

JOB TITLE: Technical Analyst

REPORTS TO: Manager, Information Technology Infrastructure

JOB SUMMARY: The Technical Analyst provides frontline technical support to staff at the Corporate Office and remote locations. The role is responsible for supporting desktop and laptop computers, end-user applications, peripherals, and related technologies in accordance with established standards and procedures. The incumbent will also assist, under the guidance of senior team members, with the maintenance, testing, and basic support of servers, local and cloud-based applications, and associated network equipment. This position requires strong customer service skills, attention to detail, and adherence to documented processes.

KEY RESPONSIBILITIES:

End-User Support

• Provide technical assistance to staff for the installation, configuration, and ongoing usability of desktop and laptop computers, peripheral devices, and approved software.

• Troubleshoot and resolve hardware, software, printing, and basic network connectivity issues in a timely and professional manner.

• Escalate complex or unresolved issues to senior technical staff or vendors as appropriate.

Systems, Applications, and Infrastructure Support

• Assist with installing software, patches, updates, and security fixes on desktops, laptops, and servers in accordance with IT standards.

• Ensure end-user devices integrate effectively with organizational systems, including file servers, email systems, conferencing platforms, application servers, and administrative systems.

• Support routine maintenance and testing activities related to servers, cloud applications, and network equipment under supervision.

Vendor and Procurement Support

• Liaise with vendor support contacts to diagnose and resolve issues with desktop computing equipment and software.

• Collaborate with procurement staff to support the acquisition of hardware and 
software.

• Assess functional requirements and assist in developing technical specifications 
for IT purchases.

Collaboration, Compliance, and Documentation

• Meet with internal clients to gather technical requirements, discuss system functionality, and provide status updates or reports as required.

• Collaborate with cross-functional IT team members to implement solutions and deploy configurations that meet organizational and compliance standards.

• Adhere strictly to documented processes and procedures when performing job functions. Where documentation is unclear or incomplete, seek guidance from the direct supervisor or appropriate leadership.

General Duties

• Perform related duties as assigned. The responsibilities listed are representative and not exhaustive; additional tasks may be assigned provided they are consistent with the nature and level of the position.

KEY COMPETENCIES/QUALIFYING EXPERIENCE:

• 1–2 years of experience providing technical support for Windows 10 and/or Windows 11 desktop and laptop environments.

• Experience troubleshooting, repairing, and replacing hardware, including desktops, laptops, hard phones, printers, and related peripherals.

• Experience installing and supporting software, patches, and updates on desktops, laptops, and servers.

• Basic experience troubleshooting network connectivity, application, and printing issues.

• Strong customer service orientation with the ability to communicate technical information clearly to non-technical users.

• Ability to follow procedures, document work performed, and prioritize multiple support requests.

SPECIAL CONDITIONS OF EMPLOYMENT:

• The incumbent must be prepared to work weekends and extended hours when required to complete assigned tasks or respond to operational needs.

• The incumbent must be available to report to the office as required in the event of system failures, outages, or urgent operational requirements.

• Participation in organizational development and continuous improvement initiatives is required, particularly those aimed at improving service quality and operational efficiency within the scope of the role.

DISCLAIMER: This job description outlines the duties and responsibilities of the position at the time of preparation and is intended to indicate the general nature and level of work performed. It is not an exhaustive list of all duties, and management reserves the 
right to assign additional or varied responsibilities that do not alter the fundamental character or level of the position.