IT Service Support Desk Analyst

Benefits Top‑tier health and wellness benefits, including comprehensive benefits packages and a Health Spending Account Enhanced mental health benefits through SunLife and TELUS Health Up to $1,000 per year towards professional development Pension Plan Flex‑work environment Company‑wide Employee Volunteer program (Blue Wave Program) Employee and Family Assistance Program Job Overview The Service Support Desk Analyst is responsible for providing technical support to all computer users and technical platforms across FirstOntario and is a key partner that enables staff to deliver excellent Member Experience. Role Details Provide technical support to all computer business users and technology platforms for IT and issues via phone and email Document all pertinent information in ServiceNow including but not limited to contact information, nature of issue, problem solving process, actions taken, resolution and any follow ups Triage incoming requests through ServiceNow and elevate as needed Assist with software releases & roll‑outs and support communication to end users Perform fixes at desktop level including but not limited to installing and upgrading software, installing hardware, file backups, and configuring systems and applications Use FAQ resources, knowledge bases, diagnostic utilities and vendor updates when solving a complex problem Perform preventative maintenance for end users including cleaning workstations, printers and peripherals Keep anti‑virus software and definitions up to date Thoroughly test fixes to ensure the problem has been adequately resolved Stay ahead of current industry trends, new technologies and services that impact member and employee experience as well as provide factual recommendations regarding purchasing efforts Analyze documented resolutions for emerging trends and alert management to prevent future problems Reinforce service level agreements to manage end‑user expectations Regularly run operational checklists and tasks that support the efficiency of the team Work in partnership with other IT departments to assist with policy and security of the environment Be a knowledge resource to employees by creating help sheets and FAQ lists Maintain and monitor backups and restores Communicate in a respectful and well‑understood manner Collaborate with peers and stakeholders to add innovative thinking that could drive new business ideas for FirstOntario Build and utilize working relationships with internal business partners across the organization and external contacts Utilize Lean methodology to streamline work processes and realize cost and resource efficiencies Consider health & safety as a primary concern to ensure the safety of self and others Perform other duties as required Required Skills Post‑secondary degree or diploma in computer science, information systems or a related program, or equivalent combination of education and Service Desk experience Experience in technical support including but not limited to testing facilitation, troubleshooting, call logging and escalation as necessary Enthusiasm for challenges in technical issues and resourceful problem‑solving skills Demonstrated knowledge of network and PC operating systems, including Windows Server and VMware ESXi; knowledge of current banking platform and ITIL certification considered an asset Working knowledge of current network hardware, protocols and standards Experience with software applications, including SharePoint, Exchange, SCCM Quick response to service requests in a manner that is clearly understood, both technically and user‑friendly Analytical and detail‑oriented project management skills for technical support issues and IT projects Organized multi‑tasker thriving in a fast‑paced, high‑volume, changing environment Openness to sharing knowledge with the team Self‑motivated and directed High level of integrity and trustworthiness Awareness of enterprise risk factors and ensuring compliance with applicable regulations, legislation and FirstOntario policies and procedures Willingness to work flexible hours including evenings and weekends as required and travel as necessary This position is hybrid in Stoney Creek, ON. This posting is for an existing vacancy.

Salary Range: $59,078 to $81,233 annually. Compensation for this role reflects a combination of skills, experience, and internal equity. Those whose experience more closely aligns the role's requirements may be placed higher within the salary range.

You will learn more about FirstOntario Credit Union's total rewards package during the interview process. Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know. #J-18808-Ljbffr