Desktop Support Analyst I
About The Position
The Desktop Support Analyst I 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. This role involves basic troubleshooting and triaging of issues, participating in the Helpdesk call center queue, documenting and escalating service requests, and managing user accounts. Additionally, the analyst will process requests for new software and hardware, assist with Move/Add/Change (MAC) requests for hardware, and ensure the accuracy of the Asset Management system. The position also requires maintaining an organized and safe working environment, adhering to customer service best practices, and performing other duties as assigned. Additional responsibilities include complying with all occupational safety and health regulations and environmental management systems.
Requirements
- Post Secondary Education in IT or equivalent training and experience
- Excellent Customer Service Skills
- Strong Organizational Skills
- 0-2 Years experience in a related field
- PC/Peripheral Repairs and Troubleshooting
- Strong phone, verbal, and written communication skills
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
- 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
- Assist 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
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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
