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

1. 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)
2. Participate in the NFI Group Helpdesk call center queue for receive support calls as scheduled
3. Triage - Document, track, and escalate all service and problem requests via tracking tool
4. Manage NFI Group user accounts using the appropriate processes and procedures
5. Provide onsite support to various local facilities as required

Hardware and Software

1. Process requests for new software and hardware
2. Responsible for assisting with MAC (Move/Add/Change) requests for hardware
3. Ensure accuracy of Asset Management system with current and up-to-date information on hardware and software

General

1. Maintain an organized and safe working environment (comply with Operational Excellence and 5S)
2. Maintain a professional and respectful work environment
3. Complies with customer service best practices and excellence
4. Perform other duties as assigned

WHAT YOU NEED TO BE SUCCESSFUL:

• 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
• Able to Lift and carry approximately 50 pounds
• Ability to traverse stairs to and from the office, shop and warehouse areas