Desktop Support Analyst I

ESSENTIAL FUNCTIONS: 

 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

ADDITIONAL RESPONSIBILITIES:

1.     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

2.     Comply with all Environmental Management Systems certification and Occupational Safety and Health certification achieved by NFI Group

Other duties as assigned.

Education

·          Post Secondary Education in IT or equivalent training and experience

Experience/Knowledge

·          Excellent Customer Service Skills

·          Strong Organizational Skills

·          0-2 Years experience in a related field

Specific Job Skills

·          PC/Peripheral Repairs and Troubleshooting

·          Strong phone, verbal, and written communication skills

 Equipment/Machines Used

·          Desktop/Laptop Hardware

·          Printers & Copiers

·          Mobile Devices

Telephones and Peripherals

Travel

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

Physical Activity/Requirements

• 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