Job Description

POSITION SUMMARY

Desktop Support Analysts (I) are expected to have a general knowledge of electronic resources, software, hardware, and services available to NFI Group staff via the ITS department. The Desktop Support Analyst (I) will provide a consistent and professional point of contact for all NFI Group end users, and ensure appropriate resources are enlisted for timely resolution of technical issues.

WHAT YOU WILL DO:

Helpdesk Support

Provide Tier 1 support for desktop software, PC/laptop hardware, 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 to receive and respond to support calls as scheduled. Document, track, and escalate all service and problem requests through the designated tracking tool. Manage NFI Group user accounts in accordance with established processes and procedures. Provide onsite support to local facilities as required.

Hardware & Software

Process requests for new software and hardware. Assist with hardware move/add/change (MAC) requests. Maintain accuracy of the Asset Management system with current and up-to-date information on hardware and software.

General Responsibilities

Maintain an organized, safe, and compliant work environment (following Operational Excellence and 5S standards). Demonstrate professionalism and respect in all interactions. Deliver customer service in line with best practices and excellence standards. Perform other duties as assigned.

Compliance

Adhere to all occupational safety and health rules and regulations established by applicable Country/State/Province laws, NFI Group management, the safety committee, and Union partners. Comply with all Environmental Management Systems and Occupational Safety and Health certifications achieved by NFI Group.

WHAT YOU NEED TO BE SUCCESSFUL:

Post Secondary Education in IT or equivalent training and experience 0-2 Years experience in a related field PC/Peripheral Repairs and Troubleshooting skills Excellent Customer Service Skills Strong phone, verbal, and written communication skills Strong Organizational Skills Can use: + Desktop/Laptop Hardware + Printers & Copiers
+ Mobile Devices
+ Telephones and Peripherals
Ability to Lift and carry approximately 50 pounds, and can traverse stairs to and from the office, shop and warehouse areas

WHY JOIN OUR TEAM:

Paid holidays Competitive wages * Ongoing training and development through a variety of initiatives