Desktop Support Analyst

About Us

At CAA Club Group, we are passionate about keeping our Members safe - whether they are on the road, at home, or travelling abroad. As a trusted Member-based organization, we provide products and services that are essential to Members’ safety and peace of mind. With over 2.6 million Members across Ontario and Manitoba, we advocate on issues such road safety and infrastructure, the environment, seniors’ mobility, and consumer protection. Associates share in each other’s successes, drive change and support each other while cultivating a great working environment to deliver on what is best for our Members. CAA SCO Systems & Services Inc. is a member of the CAA Club Group of Companies. 

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

• You will be providing a combination of On-site support as well as supporting internal CAA associates through different chat or phone channels 
• 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 2nd level technical support for Windows 11, O365, remote connectivity as well as several business specific applications. You will also be supporting on-site technology like printers, video conferencing.
• Experience in managing devices in Intune would be valuable 
• 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. This may include imaging using Autopilot as well as other technologies
• 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 office and retail store locations across Ontario will be required 

Please note, salary range is not inclusive of total compensation. The expected salary range for this position will be impacted by factors such as the successful candidate’s skills, experience and working location, as well as the specific position’s business line, scope and level. Candidates with salary expectations outside of the range are encouraged to apply.

Who you are

• Post-Secondary education or Diploma in computer science or Information Technology
• A minimum of 3 years' experience within a customer service-oriented Information Technology environment including in-depth experience in providing on-site 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 11, remote diagnostic and problem resolution, Azure Virtual desktops, VPN Connectivity
• Must have a G level driver licence, access to a vehicle, and be willing to occasionally travel within Ontario 
• Availability to work fully in office and provide occasional after hours support when needed

Please note that internal applicants are asked to formally express their interest by applying online no later than 10 business days of the position being posted. 

Please note that we may use AI tools to help us through the recruitment process.

Our Commitment

We are an equal opportunity employer and are committed to providing employment accommodation in accordance with all applicable Provincial Human Rights and Accessibility Legislation. 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.