IT Analyst, Support Services

Do you enjoy collaborating with others to help solve problems? Keep reading!

• Provide virtual conferencing support to end users in the country and on-site conferencing support in the Montreal office.
• Provide hardware and software end-user support, either on-site or remotely.
• Configure, deploy, troubleshoot and provide hardware support for firm notebook computers, mobile devices and printers.
• Create, update and track support tickets using the firm’s incident management tool.
• Facilitate computer repairs with vendors to ensure hardware is properly maintained to standards.
• Provide end-user support/training on new and existing applications.
• Participate in small operational projects within the assigned region.
• Update and maintain inventory records in the firm’s asset management system.
• Identify opportunities for innovation in client service delivery and process efficiency.
• Participate and engage actively in periodic team, Support Services or DT - Canada meetings.
• Ability to work within flexible hours between 7:30am and 7pm. Weekend and after-hours support may be required to meet project specific timelines and goals.
• Move, install, set up, and configure IT equipment within our various locations.

Our Conferencing Solutions Support Services team is looking for a technology analyst to provide on-site conferencing support to our diverse base of professionals in the country as well as end-user support in the province.
The successful candidate is expected to work primarily in the Montreal office, but may be required to work virtually with our team in other locations. As a member of the Support Services team within Deloitte Technology - Canada organization, the successful candidate will report into the IT Manager of the Conferencing Solutions team. Deloitte Technology - Canada personnel are also members of the larger Deloitte Management Services organization that delivers internal services to the firm’s practitioners and staff.

The incumbent will possess strong oral and written communication, technical, problem resolution skills and the ability to work under pressure. The incumbent will be primarily responsible for providing virtual and in-person
conferencing support. Additional responsibilities include hardware, software and basic networking support, documenting issues and resolutions, following incident management processes, maintaining inventory and completing other duties as assigned. The successful candidate should have the ability to work in a demanding environment both independently and within a team.

Positive, resilient, resourceful and dedicated to delivering high quality service, the successful candidate will act as a primary point of escalation for all technology-related issues in the supported practice offices. The incumbent will demonstrate strong collaboration skills in working with fellow technicians and with the Information Technology Services support teams who oversee centralized service provisions

Due to the nature of the role having interactions with National & Global clients, bilingualism in French and English is required for this position.

• Post-secondary education in an IT discipline would be an asset.
• 2-3 years of experience providing hardware/software support in a Windows environment (especially Windows10), with advanced knowledge of supporting Microsoft Office, O365 and other software applications.
• Familiarity with in-room technology such as Crestron is an asset.
• Experience with Teams, Zoom, WebEx conferencing platforms.
• Troubleshooting within the MacOS environment is an asset
• ITIL Foundations Certification is an asset.
• A relevant Microsoft certification is an asset.
• Experience working in a networked environment and ability to perform advanced troubleshooting of networked devices (laptops, tablets, mobile devices, printers) onsite and remotely.
• Demonstrated ability to resolve moderately complex technical issues, providing accurate analysis and suggesting appropriate solutions.
• Strong interpersonal, troubleshooting, organizational skills and the ability to work under pressure.
• Consistent, timely delivery of high-quality work with an ability to prioritize tasks based on relative importance and urgency.
• Flexibility, energy and ability to work well with others in a team environment.
• Demonstrated ability to collaborate within a team and across teams (to help improve processes or services).
• Demonstrated ability to operate under minimal supervision, with virtual interaction.
• Strong, effective and clear oral and written communication skills in French and English would be an asset
• Ability to work with diverse cultures in an in-person and virtual environment.
• Proven ability to work with all levels of management.

The salary range for this position is $47,000 - $78,000, and individuals may be eligible to participate in our bonus program. Deloitte is fair and competitive when it comes to the salaries of our people. We regularly benchmark across a variety of positions, industries, sectors, targets, and levels. Our approach is grounded on recognizing people's unique strengths and contributions and rewarding the value that they deliver.

Our Total Rewards Package extends well beyond traditional compensation and benefit programs and is designed to recognize employee contributions, encourage personal wellness, and support firm growth. Along with a competitive base salary and variable pay opportunities, we offer a wide array of initiatives that differentiate us as a people-first organization. On top of our regular paid vacation days, some examples include: $4,000 per year for mental health support benefits, a $1,300 flexible benefit spending account, firm-wide closures known as "Deloitte Days", dedicated days of for learning (known as Development and Innovation Days), flexible work arrangements and a hybrid work structure.