Job Summary The end user computing analyst is responsible for the continued availability and reliability of all IT services activities to users operating in a 24/7 support environment. Key Accountabilities
Respond to customer requests for the installation, configuration, testing and maintenance of hardware and software components in accordance with established standards and guidelines;
Provide quality and timely support to users with system upgrades, installation of workstations and other related tools, software and desktop hardware components;
Maintain all workstations, mobile devices and images according to established standards;
Deal with incidents assigned to him and conduct an analysis of the root causes of equipment problems;
Perform effective diagnostics and solve the user's hardware and software problems;
Provide technical expertise for the resolution of moderately complex and periodically urgent incidents or problems to users so that they continue to receive critical IT services;
Escalate complex issues to appropriate teams for quick resolution;
Contribute to projects by supporting the user with activities such as deployments, updates, upgrades and other related IT support activities;
Provide training to new recruits and junior staff, as appropriate;
Maintain inventories of hardware and software components through standard asset management systems and procedures;
Manage passwords, data integrity and file system security for the desktop environment in accordance with security policies and standards established by infrastructure and cybersecurity teams;
Manage preventative maintenance activities such as checking peripherals, printers, desktops and laptops;
Provide ongoing support services to ensure the operation, performance and maintenance of computer technologies specific to the user;
Perform other duties or projects as assigned.
Job Requirements
College degree, ideally in computer science;
A minimum of three (3) to five (5) years of experience in a similar role;
Expertise in Microsoft products, Active Directory, SCCM, Intune, LogMeIn and patch and software deployment;
Knowledge of the architecture, security and technology of personal computers (PCs), peripherals and networks, Windows and macOS and their evolutions;
Knowledge of Service Now;
A strong focus with customer satisfaction and an excellent sense of customer service;
Well-developed analytical and problem-solving skills;
Creadiness and availability to actively involve and manage situations involving unforeseen outages and impact on users;
Technical skills, especially with Windows 7 and Windows 10 operating systems is an asset;
Microsoft training on Windows 10 is a major asset;
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