Desktop Support Analyst

ESSENTIAL FUNCTIONS

• Helpdesk
  • 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.
  • Triage — document, track, and elevate all service and problem requests via the tracking tool.
  • Manage NFI Group user accounts following established procedures.
  • Provide onsite support to various local facilities as requested.
• Hardware and Software
  • Process requests for new software and hardware.
  • Assist with MAC (Move/Add/Change) requests for hardware.
  • Ensure accuracy of the Asset Management system with current and up-to-date information on hardware and software.
• General
  • Maintain an organized and safe working environment (comply with Operational Excellence and 5S).
  • Maintain a professional and respectful work environment.
  • Comply with customer‑service best practices and excellence.
  • Perform other duties as assigned.
• Additional Responsibilities
  • 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 System certification and Occupational Safety and Health certification achieved by NFI Group.

• Post Secondary Education in IT or equivalent training and experience.

• Excellent Customer Service Skills.
• Strong Organizational Skills.
• 0–2 Years of experience in a related field.

• PC/Peripheral Repairs and Troubleshooting.
• Strong phone, verbal, and written communication skills.

• Desktop/Laptop Hardware.
• Printers & Copiers.
• Mobile Devices.
• Telephones and Peripherals.

Estimated 5 days a year for training or service in another location.

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

• 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