Desktop Support Analyst I - 6 Month Term chez NFI Group

POSITION SUMMARY

Desktop Support Analysts (I) are expected to have a general knowledge of electronic resources, software, hardware, and services available to NFI Group staff via the ITS department. The Desktop Support Analyst (I) will provide a consistent and professional point of contact for all NFI Group end users, and ensure appropriate resources are enlisted for timely resolution of technical issues.

WHAT YOU WILL DO:

Helpdesk Support

• Provide Tier 1 support for desktop software, PC/laptop hardware, 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 to receive and respond to support calls as scheduled.
• Document, track, and escalate all service and problem requests through the designated tracking tool.
• Manage NFI Group user accounts in accordance with established processes and procedures.
• Provide onsite support to local facilities as required.

Hardware & Software

• Process requests for new software and hardware.
• Assist with hardware move/add/change (MAC) requests.
• Maintain accuracy of the Asset Management system with current and up-to-date information on hardware and software.

General Responsibilities

• Maintain an organized, safe, and compliant work environment (following Operational Excellence and 5S standards).
• Demonstrate professionalism and respect in all interactions.
• Deliver customer service in line with best practices and excellence standards.
• Perform other duties as assigned.

Compliance

• Adhere to all occupational safety and health rules and regulations established by applicable Country/State/Province laws, NFI Group management, the safety committee, and Union partners.
• Comply with all Environmental Management Systems and Occupational Safety and Health certifications achieved by NFI Group.

WHAT YOU NEED TO BE SUCCESSFUL:

• Post Secondary Education in IT or equivalent training and experience
• 0-2 Years experience in a related field
• PC/Peripheral Repairs and Troubleshooting skills
• Excellent Customer Service Skills
• Strong phone, verbal, and written communication skills
• Strong Organizational Skills
• Can use:
• Desktop/Laptop Hardware
• Printers & Copiers
• Mobile Devices
• Telephones and Peripherals
• Ability to Lift and carry approximately 50 pounds, and can traverse stairs to and from the office, shop and warehouse areas

WHY JOIN OUR TEAM:

• Paid holidays
• Competitive wages
• Ongoing training and development through a variety of initiatives