Desktop Support Analyst I
About the position This role provides Tier 1 support for a variety of technologies including desktop software, PC/laptop hardware, operating systems, printers, network access, telephones, mobile devices, and remote connectivity. The analyst will participate in the NFI Group Helpdesk call center queue, triage and document service requests, manage user accounts, and provide onsite support to local facilities. Responsibilities also include processing requests for new hardware and software, assisting with MAC (Move/Add/Change) requests, and maintaining the accuracy of the Asset Management system. The role requires maintaining an organized, safe, professional, and respectful work environment, adhering to customer service best practices, and complying with all occupational safety and health regulations and environmental management systems.
Responsibilities
- Provide Tier 1 support of desktop software, PC/laptop hardware, desktop operating systems, printers, network access, telephones, mobile devices, remote connectivity, and other relevant technology (Basic troubleshooting/triaging)
- Participate in the NFI Group Helpdesk call center queue for receive support calls as scheduled
- Triage - Document, track, and escalate all service and problem requests via tracking tool
- Manage NFI Group user accounts using the appropriate processes and procedures
- Provide onsite support to various local facilities as required
- Process requests for new software and hardware
- Responsible for assisting with MAC (Move/Add/Change) requests for hardware
- Ensure accuracy of Asset Management system with current and up-to-date information on hardware and software
- Maintain an organized and safe working environment (comply with Operational Excellence and 5S)
- Maintain a professional and respectful work environment
- Complies with customer service best practices and excellence
- Perform other duties as assigned
- Comply with all occupational safety and health rules and regulations approved by the local Country, State and Province, NFI Group management, the safety committee and Union partners
- Comply with all Environmental Management Systems certification and Occupational Safety and Health certification achieved by NFI Group
Requirements
- Excellent Customer Service Skills
- Strong Organizational Skills
- PC/Peripheral Repairs and Troubleshooting
- Strong phone, verbal, and written communication skills
- Post Secondary Education in IT or equivalent training and experience
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Short Term & Long Term Disability