OverviewA NEW BREED OF ENTERTAINMENT. With almost 150 years of proud horseracing history, Woodbine Entertainment Group is the founding pioneer and largest operator of professional horseracing in Canada. Building on our rich past, we are surging ahead to the future with an energized, current vision. Today we deliver the most thrilling and highest quality racing, dining and entertainment experiences to our visitors. In doing so, we remain a world-leader in horse-racing — and also among the most exciting and diverse entertainment facilities on the globe.Job SummaryThe Desktop Analyst is responsible for delivering comprehensive technical support to end users within our organization. This role ensures the reliability and optimal performance of all end-user devices by managing installation, configuration, troubleshooting, repair, maintenance, and upgrades. The Desktop Analyst proactively addresses and resolves hardware, software, and connectivity issues through onsite visits, remote sessions, phone, or chat support. By providing timely, clear, and effective solutions, this position plays a critical role in maintaining productivity and a positive user experience within the organization.ResponsibilitiesRespond to technical support requests and prioritize themAnalyze issues to find causes, solutions, and trendsSupport installation and maintenance of equipment or softwareAdvise on effective technology useCoordinate with external organizations on technical and software mattersCreate and maintain documentationFollow and help define standard procedures and best practicesPerform onsite analysis, diagnosis, and resolution of computer problems for end users, and recommend and implement corrective solutionsResponsible for troubleshooting and immediate incident resolution of customer-facing equipment, e.G.: POS and network-connected devices like tablets or rewards kiosksSet up, configure, test, maintain, monitor,



and troubleshoot workstations and related hardware/software to meet requirementsFulfil requests for end users; deployment of software licensing and installation, hardware devices, application access and providing training as requiredDocument ticket progress and problem resolutions, creating and updating KBAs as required to ensure consistent processes are being followedIn-the-moment, on-the-spot decisions with moderate to complex problem solving requiredSpotting inefficiencies and developing better workflows, such as recommending automation tools or current troubleshooting methodsProposing alternative software, creating documentation for common issues, or updating procedures to meet changing needs to improve team productivity and user satisfactionQuick and accurate technical support is essential to minimize disruption and maintain effective workflow and customer service throughout the organizationSome interaction with contractors responsible for supporting our internal systems where this role is the liaison for the company, i.E.: printer support, POS and payment systemsIdentify when end-user devices need performance upgrades and apply them in accordance with technical requirementsWork alongside other technicians and network and system administrators to keep the company’s computing environment running smoothlyRespond promptly to incoming calls, service desk tickets, emails, or chats about equipment problemsHelp to create and maintain procedures for tracking, reporting,



and statistically monitoring device operationsBuild and update asset inventoriesQualificationsCollege diploma or university degree in the field of computer science and/or 2 or years equivalent work experienceCertifications in Microsoft and Cisco products an assetExcellent technical knowledge of computer hardware, peripherals and componentsHands-on troubleshooting experienceGood to excellent working knowledge of networking, operating systems and standardsAble to read and understand technical manuals, procedural documentation, and OEM guidesPersonal experience building and/or fixing computer software and hardware issuesInterest in technology and how it can enable human productivityMust be comfortable communicating with all levels of the company from the CEO to frontline employeesEffective communication, task tracking, time management and documenting of resolutions is essential for success in this roleWorking ConditionsSome on-call availability as requiredWorking nights, weekends, holidays and shiftsTravel between our two primary locations as requiredReason for vacancy: ReplacementPay: $62,500 - $72,500.Diversity, Equity, Inclusion and BelongingBe Yourself. We believe differences should be valued and celebrated. By building diverse and inclusive teams, we strive to provide a more authentic and empowering work experience that unlocks the potential of our people. Regardless of race, religion, colour, national origin, sex, gender, expression, sexual orientation, age, marital status, veteran status, or disability status, we believe everyone has the right to express their ideas, ambitions, and pursue their goals with confidence and integrity. Diversity breeds innovation. We want people to think differently. Our commitment is to build a culture that welcomes everyone and leverages their unique perspectives to be a excellent entertainment company that shares the thrill of horseracing experiences with the world.#J-18808-Ljbffr

📌 Desktop Analyst - C$62,500 - C$72,500 A Year (Toronto)
🏢 Woodbine Entertainment Group
📍 Toronto