Desktop Support Analyst (On-site Position, Markham, Ontario)

Date: Jan 20, 2024

Location: Thornhill, ON, CA, L3T 7P9

Company: CAA Club Group

About Us
We are currently seeking a Desktop Support Analyst to join our Information Technology team.

Who we are
As Canada’s largest automobile association, we are passionate about keeping our Members safe– whether they are on the road, at home, or travelling abroad. Meeting the diverse needs of our two-million Members requires high performing, forward thinking, and innovative people who work collaboratively to keep propelling our business forward. Life at CAA Club Group is fast paced, performance-driven and rewarding. We value our Associates’ career growth and ongoing professional development– and we regularly recognize their achievements and outstanding results. CAA Club Group (CCG) is known for providing stellar emergency roadside assistance to our motoring Members and non-Members. We work hard and play hard. We’re about doing what’s right and feeling good about it.

Position Details
In this role, you will be responsible for, but not limited to:

• 100% onsite support for CAA Associates
• Support tasks for this position include incident handling, problem identification, ticket
• Management (logging and tracking), troubleshooting, resolution, hardware and software support, incident, and problem escalation
• Provide 1st, 2nd level technical support for Windows 10, O365, remote connectivity as well as several business specific applications
• Experience in managing devices in Intune
• Provide support in a Citrix environment
• Provide support to virtual desktops in an Azure environment
• Management, setup and maintenance of all IT equipment onsite, this includes printers,
• Video conferencing and other IT assets 
• Setup and configuration of new hardware and software
• Educate users on how to use systems and applications as required
• Asset Management of Desktops, Laptops, Monitors and Printers
• Document and maintain Desktop Support procedures
• Create Knowledge Base articles as required
• Various projects as assigned by Management
• Occasional travel to various retail store locations will be required

Job Requirements: 

• Preferably Bilingual in French and English
• Post-Secondary education or Diploma in computer science or Information Technology
• A minimum of four years’ experience within a customer service-oriented Information
• Technology environment including in-depth experience in providing technical support and quality customer service
• Excellent time management, analytical and problem-solving skills
• Ability to work effectively and productively within a team environment
• Knowledge of ticketing management systems
• Knowledge of PC, laptop and printer hardware and software
• Proficient in:
      – Office 365 – Azure Management 
       -Windows 10, remote diagnostic and problem resolution
       -Citrix
       -Azure Virtual desktops
       -VPN Connectivity

Our Commitment
We are an equal opportunity employer and are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). CCG will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs.

As an organization we are focused on Member safety, which includes the safety and well-being of our Associates. Therefore, you must be and remain fully vaccinated as a condition of employment.