Desktop Analyst - Woodbine Entertainment

Job Description

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 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.

Primary daily responsibilities include:

• Respond to technical support requests and prioritize them


• Analyze issues to find causes, solutions, and trends


• Support installation and maintenance of equipment or software


• Advise on effective technology use


• Coordinate with external organizations on technical and software matters


• Create and maintain documentation


• Follow and help define standard procedures and best practices

Other Responsibilities:

• Perform onsite analysis, diagnosis, and resolution of computer problems for end users, and recommend and implement corrective solutions


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


• Set up, configure, test, maintain, monitor, and troubleshoot workstations and related hardware/software to meet requirements


• Fulfil requests for end users; deployment of software licensing and installation, hardware devices, application access and providing training as required


• Document ticket progress and problem resolutions, creating and updating KBAs as required to ensure consistent processes are being followed


• In-the-moment, on-the-spot decisions with moderate to complex problem solving required


• Spotting inefficiencies and developing better workflows, such as recommending automation tools or new troubleshooting methods


• Proposing alternative software, creating documentation for common issues, or updating procedures to meet changing needs to improve team productivity and user satisfaction


• Quick and accurate technical support is essential to minimize disruption and maintain effective workflow and customer service throughout the organization.


• Some interaction with contractors responsible for supporting our internal systems where this role is the liaison for the company, ie: printer support, POS and payment systems


• Set up, configure, test, maintain, monitor, and troubleshoot workstations and related hardware/software to meet requirements


• Identify when end-user devices need performance upgrades and apply them in accordance with technical requirements


• Work alongside other technicians and network and system administrators to keep the company’s computing environment running smoothly


• Respond promptly to incoming calls, service desk tickets, emails, or chats about equipment problems


• Help to create and maintain procedures for tracking, reporting, and statistically monitoring device operations


• Build and update asset inventories

Qualifications:

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


• Certifications in Microsoft and Cisco products an asset


• Excellent technical knowledge of computer hardware, peripherals and components


• Hands-on troubleshooting experience


• Good to excellent working knowledge of networking, operating systems and standards


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


• Personal experience building and/or fixing computer software and hardware issues


• Interest in technology and how it can enable human productivity


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


• Effective communication, task tracking, time management and documenting of resolutions is essential for success in this role

Working Conditions:

• Some on-call availability as required


• Working nights, weekends, holidays and shifts


• Travel between our two primary locations as required

Reason for vacancy:

Replacement

Pay:

$62,500 - $72,500.

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.