Technical Support Analyst- Toronto, ON

The Technical Support Analyst provides support covering all aspects of Critical Mass’ desktop computing environment. This includes providing support from building new systems to supporting the end user on PC or Mac platforms. This role requires a motivated, personable individual willing to learn all aspects of supporting our dynamic environment in a team setting. The Technical Support Analyst is part of a team that applies the latest Internet technologies in creating world class on-line experiences for our clients.

Responsibilities:

• Maintain our network of Windows and Macintosh systems
• Administer systems for our offices in Canada and the United States
• Provide desktop support for all Windows and Macintosh machines, including users in remote offices
• Assist in creating desktop images for new machine rollouts
• Responsible for pro-actively monitoring desktops for operational issues/problems and resolve as necessary
• Responsible for building desktops in compliance with best practices
• Project related work and documentation
• Assist in license management and auditing of installed desktop software
• Implement desktop upgrades and enhancements in compliance with change control
• Getting your feet wet in a fast paced, user centered, IT support role in one of the worlds’ foremost digital agencies

Required Skills:

• Superior customer service skills
• Strong communication and writing skills with the ability to create, write and edit communication and support materials
• Ability to work well under pressure while maintaining a high level of energy, accuracy and sense of humor
• Experience with Windows 7 support
• Experience with Mac OS X support
• Passion and/or interest in learning about system administration
• Experience with a networking environment
• Ability and desire to thrive in a fast-paced, client-services environment
• Excellent interpersonal communication skills, written and oral
• Strong organization skills and attention to detail, with a proven ability to prioritize multiple projects and effectively meet deadlines
• Works well with minimal supervision
• Quick learner with a high degree of motivation, a “can-do” attitude and the ability to grasp and understand Critical Mass’ business and processes quickly

Critical Mass - 10 months ago