Desktop Analyst

A 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, new 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 Summary

The Desktop Analyst's role is to provide a single point of contact for end users to receive support and maintenance within the organization's end-user computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all end-user devices and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by remote tools, by telephone, or via chat) in a timely and accurate fashion, and provide end-user assistance where required.

Key Accountabilities

• Able to support a variety of devices at our primary offices and offsite locations

• Evaluate and recommend products for purchase.

• Perform onsite analysis, diagnosis, and resolution of complex computer problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.

• Accurately document instances of equipment failure, repair installation and removal, as well as moves and changes.

• Tactical, on-the-spot decisions with internal 'customers' often present concerning how best to solve a reported incident or request

• Able to suggest new, better ways to perform a task

• Responsible for troubleshooting and incident resolution of customer-facing equipment, ie: Point of Sale and network-connected devices like tablets or rewards kiosks

• Record and manage equipment sent to repair depots for equipment under warranty or service contracts.

• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required deskside service levels.

• Assess the need for and implement performance upgrades to end-user devices based on software technical specifications.

• Collaborate with LAN technicians/network administrators to ensure efficient operation of the company's end-user computing environment.

• Where required, administer and resolve issues with associated end-user workstation networking software products.

• Receive and respond to incoming calls, service desk tickets, email, or chat regarding equipment incidents.

• Ensure that physical deskside connections (RJ-45 Ethernet jacks, RJ-11 telephone modem jacks, connectors between PCs and servers, etc.) are in proper working order.

• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring end-user device operations.

• Develop and maintain an inventory of all monitors, keyboards, hard drives, network cards, and other components and equipment as needed.

• If necessary, liaise with third-party support and equipment vendors.

Qualifications

• College diploma or university degree in the field of computer science and/or 2 or more years equivalent work experience.

• Certifications in Microsoft and Cisco products an asset

• Excellent technical knowledge of hardware

• Excellent technical knowledge of PC internal components

• Hands-on hardware troubleshooting experience.

• Extensive equipment support experience

• Working technical knowledge of current protocols, operating systems, and standards

• Ability to operate tools, components, and peripheral accessories.

• Able to read and understand technical manuals, procedural documentation, and OEM guides

• Must be comfortable communicating with all levels of the company from the CEO to a frontline employee

• Effective communication, task tracking and resolution logging is essential for this role as it enables productivity throughout the IT department

Working Conditions

• On-call availability for as required

• Working nights, weekends, holidays and shifts

• Travel between our owned/operated sites if required

• Sitting for extended periods of time.

• Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components.

• Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals

Diversity, Equity, Inclusion and Belonging

Be 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 great entertainment company that shares the thrill of horseracing experiences with the world.