IT Analyst

$55000 - $60000 / year

Position Summary

This position is an active supporter of FirstService Residential philosophies and culture to staff, clients, and community that advances the FirstService Residential brand in terms of image, reputation, differentiation, and professionalism. As IT Support Analyst, primary functions include supporting end user technology and maintain 100% availability of all IT related systems and software to give Regional Offices and On-Site Locations competitive advantage, improved profitability and provide exceptional customer service.

The ideal candidate must demonstrate the ability to manage multiple tasks and projects at the same time and have troubleshooting, analytical and problem-solving skills. The ability to effectively communicate and interact with FirstService associates.

Position Responsibilities

Resolution of Help Desk Tickets and Overall User Support

• Logging and processing support calls.
• Installing and configuring computer hardware, software, systems, networks, printers and scanners.
• Planning and undertaking scheduled maintenance upgrades.
• Setting up accounts for staff, ensuring that they know how to log in.
• Solving password problems.
• Prioritizes and appropriately escalates issues to assure timely problem resolution.
• Coordinates and interacts with other IT teams and functions as a liaison between IT and users to communicate end-user needs and unsure effective solution are implemented.
• Reviews user requirements and needs for software and services; performs related research and analysis and provides information and guidance to users; coordinates implementation, installation and training.
• Maintains records via shared knowledge-base of work activities and documents recurring, difficult or complex problems; identifies trends, recommends solutions and resources.
• Advises and assists with recommendations to departmental management and Texas Regional Manager on equipment purchases and training needs.
• Coordinates contact with Vendors as needed to assist with support activities.
• Responds to breakdowns, repairing equipment and replacing parts.
• Responsible for installing, configuring, maintaining and troubleshooting all hardware, networking equipment and associated IT Systems.

Rollout of Corporate/Regional Mandated Initiatives and Projects

• Work with Texas Regional Manager to successfully implement all initiatives and projects.
• Meet time frame and projected completion dates as it pertains to the total project rollout.
• Work with end user to provide clear communication on how initiatives will impact business.
• Maintain Computer Room Standards for wiring, equipment and operations and insure only approved FSR Supplied (or Approved) equipment installed.
• Provide assistance on all Telecommunications/Infrastructure Projects as deemed necessary.

Maintain and pursue technical training

• Strive to improve skill level to maintain competitive advantage as it pertains to software and hardware support of new platforms and technology.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• In-depth knowledge of hardware and software.
• Up-to-date knowledge of the latest IT and software trends.
• Strong Customer Service ethos.
• Ability to work well with people.
• Strong communications skills.
• Excellent organizational Skills.
• Ability to quickly establish good working relationships.
• Minimum 3 years' experience with desktop support.
• Ability to work well under pressure and deadlines.
• Capable of working without day-to-day direction from supervisor but knows when to solicit input.
• Ability to train, educate, and problem-solve with staff.
• Successful experience working in an end-user, customer facing role in a trouble-shooting capacity is required.