The Technical Support Analyst is responsible for defining Team Member facing hardware standards, and for working with team members, vendors and suppliers to ensure hardware, applications and related technologies options are appropriate. The Technical Support Analyst is also responsible for managing the design, implementation, installation and support of the environments for all office and field locations.
Responsibilities
Technical Support and System Maintenance
- Respond to, track and report team member’s break/fix, service and access requests in a timely manner.
- Install, configure and provide 2nd tier support for team member technology devices, tools and software solutions in both corporate and remote operational locations.
- Build and maintain all Windows desktop images according to industry best practices.
- Automate the deployment of images and applications.
- Configure and support workstations in a Windows networked environment.
- Configure and support printers in a Windows networked environment.
- Configure and support industrial handheld devices.
- Support VoIP Telephony and Video Conferencing.
- Install hardware and networking equipment.
- Participate in the commissioning of the technology infrastructure for corporate office location and new operational locations for Stores, warehouses and retread plants.
- Manage and administer team member devices and productivity-related technology solutions such as telephony systems, printing / scanning / faxing systems and video conferencing systems.
- Establish and maintain close working relationships with vendors and service providers
- Adhere to the established processes and procedures within the IS Department.
- Requirement to participate in after hours on call rotation.
Planning, Development and Project Support
- Participate in the planning of IS-related activities and tasks related to new Kal Tire operational locations.
- Initiate and direct the capacity planning and development of long-term strategies for team member hardware, software and productivity solutions.
- Work closely with team members from other IS Departments and contractors to ensure installations, upgrades or other changes occur in a coordinated and efficient manner.
- Lead projects when requested, including defining project requirements, project plan, task lists, milestones and phases.
- Own project progress by tracking activity, publishing progress reports and taking action when required to resolve problems.
Documentation of Processes and Technical Specifications
- Create, update and maintain reference documentation relevant to each location’s IS configuration for use during future changes or technical support activities.
- Maintain clear and detailed documentation for all core responsibilities and associated technologies.
- Keep abreast of technical and industry developments.
- Provide leadership and mentorship to team members.
- Prepare and deliver informative, well-organized presentations and communications.
