IT Support Analyst

• 
  Do you love being the go-to person for all computer-related problems?
• Are you an expert in IT office support?
• Do you love helping users?
• Do you thrive working in a dynamic and collaborative environment?

National Bank is one of the top six banks in Canada. We are also the leading financial institution in Quebec and a major partner to small and medium-sized enterprises. We have branches in most Canadian provinces and serve clients in the United States, Europe and elsewhere around the world. National Bank has over 21,000 employees working tirelessly to help more than two million clients meet their financial goals and make their dreams a reality.

We are seeking an IT support Analyst that will be part of a specialized user environment management team. Mainly, the team provides advanced technical services and support to our New York Financial Markets and Trading employees as well as branch employees located in Florida. The analyst will promote the growth of these sectors in line with their business objectives, by analyzing and understanding their needs.

Your Role

• Be the on-site point of contact for all the IT-related issues encountered by onsite and remote users and provide advanced end-to-end technical support to resolve simple and complex computer issues
• Coordinate and work with other IT teams to resolve issues quickly and help rollout new technologies
• Follow up with users and business partners to confirm that their needs have been met and show them how to optimize solutions, processes/procedures
• Diagnose problem situations, take action and help resolve complex problems by implementing solutions and mitigation/contingency plans
• Record all incidents in our ITSM ticketing system (Remedy); enter a description, details of each intervention and the solution adopted
• Help users work more effectively with new collaboration tools, including Office 365 (Yammer, SharePoint, Teams, etc.) to maximize efficiency and productivity. Be proactive by innovating and suggesting ways to better use new technologies
• Assess the potential impacts of rolling out new technologies and take part in various complex analyses to assess and identify potential issues with the Financial Markets/Trading ecosystem. Make recommendations to optimize system efficiency and resolve major/minor issues
• Ensure the integrity of computerized data and system stability
• Participate in IT project analysis and other project activities
• Help create and maintain documentation and procedures for all systems, including IT policies and standards, and ensure compliance
• Configure/set up workstations and modify existing applications to meet users' needs.

Your profile

• Bachelor’s degree preferred with a minimum of 4 years help desk support experience or another diploma and at least 6 years help desk support experience
• Proven experience in IT support level 2
• Ability to work, learn, and prioritize in a dynamic and fast-paced environment
• Excellent communication skills and the ability to explain concepts in plain language and interpret gray areas
• Ability to solve a variety of technical problems where information may be difficult to obtain or is obtained from multiple sources and adapt general parameters according to the context
• Experience with setting up, repairing, and maintaining a wide range of hardware (desktops, laptops, printers, and all other peripherals) and software (Bloomberg, Citrix, MS Office and other financial software)
• Excellent knowledge of Microsoft Windows 8.1, 10 and Office 365 collaboration tools
• Good knowledge of Active Directory, Azure AD, SCCM, Exchange
• Have a good understanding of local and wide area networking protocols
• IT support experience for trading, financial markets or VIP users and experience with trading applications (Bloomberg, BrokerTec, MarketAxess, ICAP, BGC, FIS, etc.), Excel macros/VBA and third-party trading add-ins, a strong asset
• Knowledge/experience with Fiserv financial technologies, an asset
• Experience with Citrix, VMware, Cisco Phone System, and IPC, an asset
• Knowledge of English (spoken and written), knowledge of French, an asset
• Participate in a rotating on-call after hours/weekends schedule and ability to work extra hours when necessary.

Upon hiring, you'll be eligible for a wide range of benefits. In addition to competitive compensation, we offer attractive benefits for you and your family:

• Annual performance-based bonus
• Retirement plan (401K) with company match
• Excellent health including Medical, Dental, Vision benefits, life insurance
• Flexible spending account
• Paid time off.

People first

We're a bank on a human scale that stands out for its courage, entrepreneurial culture, and passion for people. Our mission is to have positive impact on people’s lives.

Our core values of partnership, agility, and empowerment inspire us, and inclusivity is central to our commitments. We offer a barrier-free workplace that's accessible to all employees.

We want our recruitment process to be fully accessible. If you require accommodation, feel free to let us know during our initial conversations.