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Desktop Support Analyst


JOB SUMMARY:

First Level support responsible for resolving end user issues and escalation to Subject Matter Experts.  Responsible for resolving hardware, software and deployment/configuration/monitoring of assets.

JOB DESCRIPTION:

  • Responsible for the ongoing maintenance & future planning of the company’s desktop infrastructure
  • Collaborate with existing vendors to evaluate new technology that is available and make recommendations to management on using that technology
  • Monitor the performance of the company’s desktop infrastructure and make suggestions for improving efficiency
  • Evaluate applications & software patches for desktop applications to ensure they solve desktop issues
  • Manage and monitor IT Support Desk Ticket system and provide ongoing administrative support
  • Resolve software, hardware & device issues reported by the end user & escalate accordingly.
  • Provide on call after-hours support on alternating shifts.
  • Support installation, configuration and ongoing usability of desktop hardware and software
  • Offer systems support to IT personnel
  • Troubleshoot hardware and software issues in person, remotely and via phone
  • Acquire hardware and software assets in a timely manner to ensure deployment timelines are met

QUALIFICATIONS AND EXPERIENCE REQUIRED:

The Successful Candidate will have:

  • Education: Computer Science or related discipline (degree or diploma)
  • A+ certification, or related certifications
  • 2+ years Desktop Support experience (Level 1)
  • Proven ability to offer high level desktop support; Demonstrated ability in desktop deployment
  • Experience in using Helpdesk Ticketing Systems
  • Knowledge using SCCM (Microsoft System Center Configuration Manager) an asset
  • Ability to meet deadlines and manage stress efficiently in high-pressure situations
  • Understanding of IT principles and ability to communicate technical concepts to a varied audience
  • Strong sense of discretion and confidentiality required
  • Vehicle and valid license in good standing
  • Excellent written and verbal communication skills
  • ITIL Certification as asset
  • Ability to provide after-hours support on a weekly rotation including holidays

 Additional Information:

  • Accommodations for disabilities in relation to the job selection process are available upon request.

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