Why DUCA?
We’re a vibrant, exciting credit union that lives its "profits with a purpose" philosophy in every financial transaction, product, interest rate, and community initiative we offer. Founded in 1954, DUCA has grown from a single branch credit union in Toronto to 19 branches across Southern Ontario with over 85,000 Members we are proud to serve.
We exist to help People, Businesses and Communities "Do More, Be More, and Achieve More".
DUCA ( www.duca.com ) is distinguished for the following:
Positive, un-big bank like service experience delivered through Member-facing staff in branch, on the phone (Member-Connect) and via our Mobile mortgage specialists, Wealth Management advisors and Commercial and Business Banking Account Managers.
Competitive rates.
Personalized financial solutions, guidance, and service with the lowest possible fees for both Personal and Business Members.
Profit sharing among Members.
Multiple ways to bank online, mobile app, phone/full-service Member Connect Contact Centre, and, of course, in-branch DUCA is accessible 24/7
A community philosophy of “profits with a purpose” culminating in the creation of the DUCA Impact Lab (www.ducaimpactlab.com), a charitable foundation committed to helping the credit challenged and underbanked. This led to DUCA's designation as a B-Corp certified organization, the first ever credit union to receive this global recognition.
A career with DUCA means you’ll find endless opportunities to make a difference with your unique abilities and perspectives. Our people live their purpose while helping others Do more, Be more and Achieve more with their money and their lives. At DUCA, you’ll be part of a vibrant and collaborative team where you’ll be supported to excel and make an impact, no matter what role you play.
Technical Support Analyst
DUCA is looking for a Technical Support Analyst to join our growing team!
Job Purpose & Summary
The Technical Support Analyst provides helpdesk support to DUCA employees by resolving hardware and software issues remotely and in person, via phone, remote support tools, and DUCA’s ticketing system. The incumbent will use their experience and knowledge of Windows and other software to troubleshoot various software and hardware issues.
Demonstrating a customer-service approach,
the Technical Support Analyst pays close attention to details while troubleshooting problems and communicates effectively with employees at all levels of the organization.
Key Accountabilities & Duties
Provide end-user facing desktop support for all internal clients
Record, track, triage, elevate, and update employee IT requests using DUCA’s Help Desk ticketing system
Respond to all users in a timely manner and troubleshoot tickets efficiently and professionally, demonstrating a strong service-orientation and adherence to corporate IT standards
Provide remote technical support using remote control tools
Track and resolve multiple competing priorities while keeping end users updated on the progress of their open requests
Document issue resolution progress via detailed notes on steps taken in tickets
Hardware deployment, relocation and configuration
Onboard and offboard users within DUCA’s network
Administer and audit access to various websites and programs
Communicate technical challenges and issues in a way that is clearly understood by DUCA employees at all levels; create instructions and other documents in a clear and easy to follow manner
Assist with IT projects
Occasional visits to DUCA branch locations to provide technical support or attend to and transport IT related equipment to and from
Occupational Experience & Education Requirements
Post secondary education in a related technical field
3+ years of technical support experience
Experience in using and supporting Windows 10/Windows Server 2016/2019
Experience imaging Desktops/Laptops
Experience configuring Network/Standalone Printers
Experience using Help Desk software
Experience in AD, Azure AD, Microsoft Endpoint and M365/O365 administration
SharePoint, Bell Total Connect, and Bell On Demand Contact Centre (ODCC) administration is an asset
Microsoft Certification (Windows 10 desktop support / Azure / 365)
Experience / certification in Mac OS and iOS support
Experience using Microsoft Endpoint Configuration Management is an asset
A+ / Network+ / Server+ certification is an asset
Prior experience working within a Financial Institution an asset
Experience supporting Central 1 Member Direct or another online banking system an asset
Knowledge, Skills & Attributes
Demonstrated strong proficiency with Microsoft Office suite of products
Strong written and verbal communication skills
Team-player with a customer-service mindset who enjoys helping people and collaborating with others
Demonstrated trouble shooting problem solving, critical thinking, and analytical skills
Ability to prioritize and manage workload to meet established service standards
Knowledge of Active Directory, Group permissions and NTFS file system permissions
Basic understanding of Group Policy
Basic understanding TCP/IP networking
Strong ability to track multiple competing priorities and keep end users updated on the progress of their open requests
Ability to keep detailed notes on steps taken in tickets
Demonstrated ability to create easy to follow documentation
Working Conditions
Ability to travel to DUCA’s branches as required with the ability to transport printers, desktop computers, etc. when needed, to support a service call;
Driver’s license and access to a vehicle required
Rotating evening and weekend availability is required to provide paid on-call support
Some work under desks and/or lifting (up to 40lbs) required when deploying workstations
Department: Information Technology
Primary Location: Corporate Office
Employment Status: Full time
Hours per Week: 38
Salary: The annual salary range for this position is $51,904 to $64,880. Actual annual base salaries will vary depending on relevant job-related factors such as experience, knowledge, skills, qualifications, and education/training. This position may be eligible for discretionary bonuses.
Number of Existing Vacancies: 1
DUCA is committed to employment equity and encourages applications from all qualified candidates. Recruitment related accommodations will be provided upon request.
Our hiring process includes AI screening for keywords and minimum qualifications. Talent Acquisition Partners review all results.
We thank all applicants but only those considered for an interview will be contacted.
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📌 Technical Support Analyst (Ontario)
🏢 Duca
📍 Ontario