Desktop Support Analyst

ESSENTIAL FUNCTIONS

• 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 upscale all service and problem requests via tracking tool.
• Manage NFI Group user accounts using the appropriate processes and procedures.
• Provide onsite support to various local facilities as required.

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

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

• 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 Systems certification and Occupational Safety and Health certification achieved by NFI Group.

Other duties as assigned.

• 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.

• Desktop/Laptop Hardware.
• Printers & Copiers.
• Mobile Devices.

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.