SmartREIT Helpdesk and Desktop Support Analyst Full Time in Vaughan, ON


Branch Vaughan ON CA

Helpdesk and Desktop Support Analyst
Vaughan, ON

IT. To ensure it happens. Helpdesk & Desktop Support Analyst. Experience in working with software and systems programming, development and support teams to…

These are exciting times for Smart Real Estate Investment Trust (SmartREIT), one of the fastest growing fully integrated real estate organizations in Canada. Born of the merger of two leading companies, SmartREIT will be able to offer consumers over 30 million square feet of high quality, open format retail shopping centres from coast to coast. We are positioned for growth and are dedicated to continuing to provide Canadian consumers with the value-based shopping experience that they demand.
As a SmartREIT Associate, you will be working alongside some of the top real estate professionals in the industry in an exciting entrepreneurial environment that allows you to take ownership of your work and see projects through from concept to delivery. Our Associates exhibit the personal drive to challenge how we can make our success today even better tomorrow! If you are ready to maximize your full potential, we are ready to ensure it happens. We offer:

  • Career training and development opportunities
  • Competitive compensation and incentive plans
  • Comprehensive benefits package
  • An engaging entrepreneurial people-focused culture

Title: Helpdesk & Desktop Support Analyst
Reports To : Helpdesk Manager
Department: IT

Position Summary

Provide Helpdesk & Desktop technical analyst assistance and problem resolution to all SmartCentres, SmartREIT, OneREIT and other onsite and remote associates on desktop hardware and software issues and queries as required.

Academic/Education Requirements:

  • Successfully completed a post-secondary degree/diploma in Computer Science or related field(s) at a recognized academic institution.

Qualifications and Required Skills/Experience:

  • Has a minimum of five (5) years professional work experience within the Information Technology Systems Helpdesk, Desktop and Administration support analyst field preferably within the Commercial Real Estate Development industry.


  • Has a minimum of seven (7) years professional work experience preferably with a proven track record to follow through to achieve results within the Helpdesk Information Technology field of as a Helpdesk & Desktop Support Analyst;
  • The ability to perform all duties in a fast paced environment that supports multiple companies with approximately 400 plus associates with constantly shifting priorities;
  • A professional courteous individual that exemplifies excellent oral, written, project/task management and communication skills with the ability to effectively communicate at all levels of associates or Executives within as well as outside the organization. An individual who can think outside of the box, and brings new ideas and approaches to daily support;
  • Effective technical, organizational and problems solving skills as well as planning for not only prioritizing work activities but also anticipating shifts in priorities;
  • Extensive experience in supporting, technical business computer networks, voice networks, architectures, and infrastructures, devices and applications;
  • Experience in working with software and systems programming, development and support teams to assist in their IT initiatives;
  • Knowledge or certification in ITIL V3 is a nice to have
  • To provide systems and applications support to include but not limited to:
  • Lotus Notes email Systems
  • MS Outlook / exchange email Systems
  • Desktop and tablets, Windows 7, 10 and MAC, iOS
  • Windows 2008 – 2012 server AD administration
  • Financial systems, Client and Web based (Yardi currently used)
  • SQL & MS access databases
  • Web based applications
  • Microsoft Office & Office 365 apps
  • VPN & remote services and desktop office access, SSL server access
  • Mobile Devices and Enterprise Mobile Management applications (EMM)
  • Printing and scanning, Antivirus and Malware applications

Responsibilities and Expectations:

In conjunction with other peers, uphold, maintain and adhere to all administrative, infrastructure and security practices including but not limited to: Servers, Networks LAN/WAN devices, PC’s, Mobile devices and Tablets Printers, Applications, Administration, Remote access methods and infrastructures, physical and logical access;

Problem Solving
The capability to identify, assess, evaluate and manage various complex issues. Ability to properly identify areas of concern, provide alternatives and use judgment to select the most successful outcome.

  • Log, maintain and monitor all calls in the central help desk software database, and prioritize and assign calls to other team members and ensure call closure with the IS/IT group;
  • Perform all Helpdesk & Desktop support functions to create, maintain and provide daily, weekly, monthly and yearly reports from within the helpdesk software to be used to assist in problem monitoring, reduction, resolution etc;
  • Assist in updating helpdesk application version, and subsequent database including inventory additions and changes as well as user requests;
  • Assist in the administration of the above systems for password resets, new user setups and deletions;
  • Assist in procurement, and maintain the PO system within the helpdesk application;
  • Enforce implemented IT policies & securities;
  • Create, update, and maintain all security and access forms, or automated workflows;
  • Update and maintain all IT documentation for ALL audit requirements;
  • Assist in ensuring virus protection for compliance with corporate security policies;
  • Maintain with assistance from team members a network incident report and resolutions logs;
  • Meet and or exceed support, and task/project specific goals and objectives as outlined in goals and objectives;
  • Develop and maintain an up to date corporate operations manuals, processes and procedure guidebooks, manuals, forms, and flowcharts for use in daily operations, in order to document processes and as a means for teaching and providing support and direction to associates and peer team members in the department;

The resourcefulness required by the job to modify and improve procedures, or develop new ideas, methods, techniques and policies to sustain a competitive edge within the changing market.

  • The expectation is that the Helpdesk & Desktop Support Analyst will also strive, continuously, to not only improve the IT/IS processes, but also ensure that appropriate respect and attention is given to each member of his/her team, to other functional areas and associates of the company, our tenants, and outside vendors with which they must coordinate to accomplish their mission.

The Helpdesk & Desktop Support Analyst must be client focused , advocate and communicate a positive image of the company, both internally and externally. The Helpdesk & Desktop Support Analyst shall take accountability for decisions made and conduct oneself in a respectful and ethical manner in representing the company’s interests. The Helpdesk & Desktop Support Analyst shall demonstrate entrepreneurialism and behave like an “owner” in carrying out daily tasks and responsibilities; demonstrating creativity and resourcefulness in achieving desired results. The Helpdesk & Desktop Support Analyst is expected to be a team player and work effectively with colleagues and associates in terms of input, sharing of ideas and working to achieve common goal.

We are an equal opportunity employer committed to an inclusive and accessible recruitment and selection process. If you are contacted about an employment opportunity, please advise if you require accommodation.

Job Type: Full-time

Required education:

  • Bachelor’s

Required experience:

  • Information Technology and Helpdesk: 5 years

or proceed with Standard Application Form.

Employment Type: Full Time
Location: Vaughan, ON, CA
Posted on: 2016-10-31
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