Desktop Support Analyst

About Us

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 2.5M+ Members requires high performing, forward thinking, and innovative people who work collaboratively to keep propelling our business forward.

Who we are

Are you ready to join an award-winning, purpose-driven culture? Welcome to the CAA Club Group of Companies (CCG), where purpose leads to passion!

• At CCG, we are committed to delivering an exceptional Associate experience. We offer:
• Work-life harmony with access to an award-winning holistic wellness program,
• Continuous learning through our robust corporate curriculum and education reimbursement program,
• Incredible rewards, travel incentives, and product and service discounts,
• Pay-for-performance and best-in-class recognition programs, and
• Competitive benefits that include a defined contribution plan, personal spending account, and so much more.

Join our growing team where everyone belongs!

Position Details

What you will do :

• A combination of on phone support for internal CAA Associates and onsite support
• 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

Who you are :

• 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.