Support Desk Analyst (12 Month Contract)

Location: 22 St. Clair Avenue East, Toronto, Ontario, M4T 2S5 Position Overview Choice Properties is looking for a Support Desk Analyst (12 month contract) to join our IT team! The Support Desk Analyst will be the go-to problem solver for colleagues across the organization, delivering fast, friendly, and effective technical support that keeps work moving. As the first point of contact for IT issues and requests, this role blends troubleshooting expertise with strong customer service to create a seamless support experience while helping drive continuous improvements across the service desk. Responsibilities: Provide friendly and helpful customer service as a first point of contact for applications, desktop support requests, and technical issues. Demonstrate strong interpersonal skills and the ability to work effectively with individuals at all levels of the organization, within a professional services environment. Interact with users via telephone, remote support tools, and direct desk-side assistance. Provide technical support to user community for application and hardware requests such as Windows 11, standard desktop applications, and SaaS applications. Image and troubleshoot standard laptops and PCs. Execute first level problem determination. Assist internal users with troubleshooting. Be responsive, communicative, and attentive throughout the entire timeline of assigned tasks, providing updates and requesting support from the team. Maintain ownership of tickets from intake through resolution, providing timely updates to clients and accurately tracking progress within the Ticketing System. Recommend workarounds on technical issues when possible and create solution articles for known technical issues to empower colleagues’ self-service and future incident resolution. Responsible for time management and resources management to resolve all user requests effectively. Follow policies and procedures to include incident/problem escalation. Analyze, document, and escalate critical requests and incidents to L2 Support Team. Coordinate with and support the infrastructure team on core infrastructure issues and preventive maintenance across systems, network, and security as instructed. Provide training for new colleagues as required. Maintain and troubleshoot Video conference rooms and report issues to vendor and L2 support. Work closely with Infrastructure and Application Manager on monthly account administration and reporting. Qualifications: 2+ years of experience in a service desk, IT Infrastructure, application support, and working with end users to resolve their problems for either a complex technical service or software application. Post-secondary education in Information Technology or a related discipline. Experience supporting Windows environments, Microsoft 365, hardware, and common business applications. Demonstrated ability to troubleshoot and support Windows 11 environments. Understanding of IT helpdesk tracking tools is a strong asset (FreshService (preferred), ServiceNow, Jira, Remedy, Zendesk). Solid understanding of core software and application concepts. Foundational knowledge of networking concepts and principles. Proficiency with productivity tools, including Microsoft Office applications. Experience using collaboration platforms such as Microsoft Teams, SharePoint, and OneDrive. Working knowledge of SaaS Applications and cloud-based business tools. Familiarity with AI technologies, including large language model (LLM) tools such as Copilot, ChatGPT, or Gemini. Certifications such as CompTIA A+, CompTIA Network+, ITIL 4 or 5 Foundation and/or Microsoft Endpoint Administrator are strong assets. Ability to work independently, manage competing priorities, and demonstrate sound problem-solving skills. Strong organizational, written, and verbal communication skills, with the ability to build effective working relationships. Ability to work at a computer for extended periods (up to 7 hours per day) and maintain prolonged concentration. Ability to lift and carry technology equipment, as required. Willingness and ability to travel to remote sites, as needed. About Choice Properties Choice Properties Real Estate Investment Trust is an owner, manager and developer of well-located retail and commercial real estate across Canada. Choice Properties' portfolio spans approximately 65 million square feet of gross leasable area and consists of over 700 properties primarily focused on supermarket-anchored shopping centers. Choice Properties’ strategy is to create value by enhancing and optimizing its portfolio through high quality transactions, strategic development and active property management. We mainly focus on necessity-based retail, and high-quality industrial and mixed-use assets. In particular, we have a strategic relationship with Loblaw, our largest tenant, that provides us with access to high quality investment opportunities. Our established operating platform with a proven track record of success also provides us with access to a transformational development pipeline that we believe supports superior long-term value creation and growth. A commitment to continuous learning and development is a strong part of our culture. Additional Information: Choice Properties REIT recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants and employees with disabilities. In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us. Number of Openings: 0 Please Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application. Hiring Range / Échelle salariale à l’embauche : $51,240.00 - $70,455.00 / 51.240,00$ - 70.455,00$ (per year / par an) A candidate’s experience and knowledge as well as the geographical region in which the position is located may be factored into the pay a candidate receives for this position. This posting is for an existing vacancy. The Company uses artificial intelligence for the purpose of screening, assessing and/or selecting applicants for this position. / L’expérience et les connaissances d’un candidat ainsi que la région géographique dans laquelle le poste est situé peuvent être prises en compte dans la rémunération qu’un candidat reçoit pour ce poste. Cette offre d’emploi concerne un poste vacant existant. L’entreprise utilise l’intelligence artificielle dans le but de filtrer, d’évaluer et/ou de sélectionner les candidats à ce poste. Choice Properties REIT is Canada’s leading diversified Real Estate Investment Trust. Led by an experienced management team, we are growing our retail portfolio of properties with necessity based grocery and pharmacy anchored retail real estate. The balance of the portfolio is comprised of high-quality industrial and office assets located in Canada’s largest markets. As a key business driver, the depth of our development pipeline creates immense value by capitalizing on a strong retail intensification program, combined with prime residential-focused mixed-use communities. Choice Properties is a unique Real Estate organization; we operate as a highly successful innovative environment where employees are encouraged to demonstrate their highly evolved ability to achieve success in a resilient team-like environment. A commitment to continuous learning and development is a strong part of our culture. Return to Home