Application Support Analyst

IT - IT Support & Sales
Toronto, ON
Permanent
Jan 28, 2022

Our client, a major Accounting/Tax firm is in search of the following :

·Provide technical and functional analysis/specifications for projects aimed at developing or modifying small to medium scale IT solutions 
·System maintenance and support for multiple applications (SharePoint, CMS, Microsoft 365, Dynamics 365, etc.) 
·Liaise between internal clients and the Technology team 
·Assist in monitoring the support ticket system, support users with application issues and provide assistance and solutions in a timely manner 
·Provide regular updates to users on open support items 
·Provide realistic estimates and participate in planning project-related activities 
·Assist with quality assurance testing, bug identification and resolution, documentation preparation, and other aspects of system development life cycle 
·Document IT processes, guides and systems functionality 
·Provide training for the IT support teams and user support staff 
·Provide support outside of standard business hours as required 
·Collaborate with third-party providers as needed

Experience:

·3+years' experience in a supporting role with a focus on MS Applications (M365/O365) and hands-on experience with MS SQL databases 
·Experience with marketing technologies (CRM, Google Analytics, Power BI, WordPress, Google Apps) 
·Intranet experience with SharePoint sites, access controls and security 
·Familiarity with Windows Server, DNS, and Active Directory  
·Experience with document, content management (CMS), collaborative/portal environments 
·Experience with application packaging using SCCM  
·Experience with PowerShell for maintenance, solution deployment, automated installation 
·Proven ability to accurately and effectively document procedures and IT systems 
·Experience in business requirements gathering and change management procedures 
·Demonstrated ability to learn new software platforms and apply knowledge in a practical application 
·Strong time-management and organizational skills 
·Detail focused with excellent analytical abilities 
·Effective interpersonal skills enabling successful collaboration with technical and non-technical members operating at various levels in the organization, together with a strong customer service focus 
·Experience supporting event/communications tools (MS Teams, Kaltura, ON24, etc.) 
·Experience with Azure cloud technologies is an asset

Nice to have: 

Experience with Practice Applications is an asset (CaseWare, TaxPrep, etc.)  
Experience with form design using MS Power Platform

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