Desktop Analyst

Primary Role Focus

Participate in a wide variety of analytical and technical assignments, providing problem diagnosis and solutions documentation, implementation, administration, support, and maintenance of a variety of hardware, software, and network products in an information technology desktop environment. The Desktop Analyst is a key customer service role at Packers Plus, focused on providing an exceptional customer service experience to internal customers. A Packers Desktop Analyst will collaborate as a member of a global IT team, supporting a broad range of software, hardware, and Windows operating system platforms.

This role reports to the IT Manager.

• Fully document problem symptoms and capture all relevant system and application information within the company call tracking system.
• Independently resolve most problems/questions that arise, and consult with senior team members or other I/S development staff on unusual or difficult problems.
• Recognize problem issues that affect multiple end users and work with other I/S departments to prioritize and solve quickly.
• Provide after‑hours support as needed.
• Provide technical support on client‑side applications, software, desktop hardware, peripherals, and printers.
• Provide technical support for manufacturing related IT hardware and software.
• Document site‑specific information and system software installation procedures.
• Maintain accurate software and hardware asset information.
• Manage mobile device deployment and related hardware.
• Manage enrolment and administration of MDM devices, including company mobile phones and scanners.
• Work with the IT Manager on assigned projects.
• Upgrade or replace system software and components in conjunction with the IT Manager.
• Maintain software and hardware standards.
• Look to improve the operating environment at Packers Plus.
• Resolve Helpdesk tickets with a prominent level of detail and within defined Service Level Objectives (SLOs).
• Constantly seek to improve technical skills and continuously research information technology trends.
• Assist third‑party IT support groups globally with assigned work by providing guidance and instruction.

• Advanced Windows Active Directory experience and user account management.
• Advanced knowledge of Microsoft Windows 11 and Office 365.
• Advanced technical troubleshooting skills.
• Advanced knowledge of iOS and Android operating systems.
• Advanced ability and willingness to research and learn new technologies as they are introduced to the environment.
• Basic knowledge of network environments and concepts such as TCP/IP, DHCP, DNS, and VPN.
• Basic knowledge of server operating systems, server tools and utilities, and server data backup and restore.
• Advanced knowledge of technical analysis, implementation, configuration, and upgrading of computer hardware, software, and peripherals.
• Intermediate understanding of information security practices and access provisioning.
• Intermediate Office 365/Azure AD administrative skills.
• Intermediate SCCM administrative skills.
• Strong organization skills and ability to manage a constantly changing workload.
• Excellent oral and written English language skills.
• Minimal travel time required, 2 – 5 % for the entire year.

• Post‑secondary degree in information technology preferred.
• ITIL Foundations desirable.
• Technical certifications considered.

• Compliance with Packers Plus Health and Safety Program.
• Extended periods of sitting at a desk using a computer monitor, keyboard, and mouse.

• Customer intimacy.
• Operational excellence.
• Innovation.

• Action oriented.
• Analytical thinking.
• Attention to detail.
• Customer focus.
• Flexibility / adaptability.
• Interpersonal savvy.
• Problem solving.
• Teamwork.
• Technical learning.