Why FirstOntario?

• Competitive compensation packages
• Top-tier health and wellness benefits, including comprehensive benefits packages and a Health Spending Account
• Enhanced mental health benefits through SunLife and TELUS Health
• Exclusive banking benefits
• Up to $1000 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 escalate as needed
• Assist with software releases & roll-outs and support the 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
• Thorouly test fixes to ensure problem has been adequately resolved
• Stay ahead of current industry trends, new technologies and services that impact member and employee experience as well as providing factual recommendations when it comes to 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 supports the efficiency of the team
• Work in partnership with other IT departments to assist with the policy and security of environment
• Be a knowledge resource to employees by creating help sheets and FAQ lists
• Maintain and monitor backups and restores
• Communicate in a fashion that is respectful and well understood
• Collaborate with your peers and stakeholders to add to the collective innovative thinking that can 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 we may need you to do

Required Skills

• Have a post secondary degree or diploma in the field of computer science or information systems or equivalent in a related program or have a relevant combination of education and Service Desk experience
• Have experience in technical support including but not limited to facilitating testing, trouble-shooting, call logging and escalation as necessary
• Enjoy a challenge when it comes to technical issues and be resourceful in the way you find a solution
• Have demonstrated knowledge of network and PC operating systems, including Windows Server and VMware ESXi; understanding of current banking platform and ITIL certification considered an asset
• Have working knowledge of current network hardware, protocols and standards
• Be experienced with software applications, including Sharepoint, Exchange, SCCM
• Be quick to respond to requests for service from all of your clients in a manner which is clearly understood, both technically and user-friendly
• Be analytical and detailed with your project management skills when dealing with technical support issues and IT projects
• Be an organized multi-tasker that thrives in a fast pace, high volume and changing environment
• Openly share your knowledge with the team
• Be self motivated and directed
• Inherently demonstrate a high level of integrity and be trustworthy
• Be aware of and mitigate enterprise risk factors and ensure compliance with applicable regulations, legislation and FirstOntario policies and procedures
• Be willing to work flexible hours including evenings and weekends as the job demands and travel as required

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.

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