Job Description

Job Summary

Under the direction of the supervisor, the Desktop Support Analyst provides quality Desktop support services to Whiteshell (WL) users, both on and off site, and works with other support staff to ensure quick and reliable responses to the customer problems and requests.

Canadian Nuclear Laboratories (CNL) Employees perform all duties in accordance with established health and safety and regulations/guidelines, policies and procedures (i.e. utilizing personal protective equipment as per safe work procedures). Notifies management or supervisor of all occurrences, injuries, illnesses or safety and health concerns which are likely to harm themselves, their co-workers or any other on the premises in a timely manner and in accordance with established reporting requirements.

Qualifications

Education

• College diploma - two (2) year Information Technology with Co-op or graduation from an equivalent relevant IT formal education program and two (2) or more years of related and/or progressive experience, preferred;
• Microsoft Certified Professional (MCP) or Microsoft Certified Systems Engineer (MCSE) preferred.

Experience

• Previous experience with imaging computers with Microsoft System Center Confirguration Manager (SCCM) is considered an asset.
• Demonstrated ability to manage multiple tasks simultaneously.
• Previous use of Service Desk or Technical Call Centre is an asset.
• Two (2) to three (3) years of troubleshooting experience with end user hardware and software (laptops, cell phones, tablets).
• Use of Remote Desktop support tools.

Abilities and Skills

The incumbent should have:

• The candidate must be very customer-oriented, possess excellent interpersonal skills, and be able to work in high-stress situations with independence but as a member of a team.
• Must have a valid Manitoba driver's license.
• Demonstrated ability to follow established technical and administrative procedures and initiate process improvement.
• Proven written and oral communication skills for helping/instructing customers.
• Must be able to work in the CA2 active area.
• Must be able to obtain an enhanced security clearance with the Canadian Security Intelligence Service.
• Must be knowledgeable in Microsoft windows operating system environment.
• Possess a thorough understanding of PC hardware and software configurations;
• Possess a general knowledge of networking concepts and local area networks using TCP/IP.
• Knowledge in the use of Microsoft Office Suite is required.
• Basic Knowledge of Network Fundamentals would be an asset.
• Initiative and judgement to organize and maintain flow of work and accuracy of records.
• Must be punctual, dependable and safety minded.
• Detail oriented with the ability to meet deadlines.
• Exceptional organizational skills, able to prioritize and time management is required.
• Demonstrates responsibility and is accountable for accurately handling the details associated with one's work.
• Ability to adapt to a changing environment and response with initiative.
• Excellent interpersonal communication skills and proven ability to maintain successful working relations at all levels within the organization and with external stakeholders.
• Highly motivated and able to work with minimal supervision.

Functions and Responsibilities

Functions and responsibilities include but are not limited to the following:

• Provide Basic Level Service Desk support primarily to networked PC users at Whiteshell (WL). This requires investigating and troubleshooting routine problems with PC client software and a high-level of interaction with customers.
• Maintain call information in a service centre call-tracking database.
• Perform hardware maintenance and upgrades for CNL PCs, printers, laptops, copiers, Smartphones, etc.
• Install and configure PCs including loading of software and installation of hardware.
• Identify and recommend upgrades to desktop and portable computers.
• Document network hardware and software installation, maintenance, operation and security procedures and configurations as required.
• Recommend the use of corporate standard hardware and software to ensure compliance and adherence to corporate standards.
• Adhere to Workplace Safety and health procedures, WHIMIS program; keep current with practices; work in a prudent and safe manner and informing other employees if they are using unsafe work practices or equipment; and
• Perform other duties as assigned.
• Maintain confidentiality in all matters.

Please visit our website at www.cnl.ca for more information or to apply

The role is based out of CNL's Whiteshell location, which will be the designated workplace. CNL may require the candidate to travel from time to time, as necessary.

CNL is committed to providing an atmosphere free from barriers that promote equity, diversity and inclusion in achieving our mission. CNL welcomes and celebrates employees, stakeholders and partners of all racial, cultural, and ethnic identities.

CNL also supports a workplace environment and a corporate culture built on our Core Values: Respect, Teamwork, Accountability, Safety, Integrity and Excellence, which encourage equitable employment practices and career prospects inclusive of accommodations for all employees.

CNL is committed to being an equal opportunity employer. If you require accommodation measures during any phase of the hiring process, please inform the Talent Acquisition Advisor with whom you are in contact. All information received in relation to accommodation requests will be kept confidential.

CNL respectfully recognizes and acknowledges that the Whiteshell Site is located within the traditional territory of many Indigenous Nations, including those within Treaty 1, 3, and 5, and the homeland of the Red River Metis. CNL is thankful to have the opportunity to work on these traditionally and culturally significant lands and waterways.

#LI-POST