Desktop Support Analyst I

Essential Functions

• Helpdesk: 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)
• Helpdesk Call Center: Participate in the NFI Group Helpdesk call center queue for receiving support calls as scheduled
• Triage: Document, track, and escalate all service and problem requests via tracking tool
• User Accounts: Manage NFI Group user accounts using the appropriate processes and procedures
• Sites Support: Provide onsite support to various local facilities as required
• Hardware and Software: Process requests for new software and hardware, assist 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 Environment: General Maintain an organized and safe working environment (comply with Operational Excellence and 5S)
• Professionalism: Maintain a professional and respectful work environment, comply with customer service best practices and excellence
• Other Duties: Perform other duties as assigned

Additional Responsibilities

• Compliance: 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
• Environmental Compliance: Comply with all Environmental Management Systems certification and Occupational Safety and Health certification achieved by NFI Group
• Other Duties: Perform other duties as assigned

Requirements

• Education: Post Secondary Education in IT or equivalent training and experience
• Experience/Knowledge: Excellent Customer Service Skills, Strong Organizational Skills
• Years Experience: 0-2 years 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
• Able to Traverse stairs to and from the office, shop and warehouse areas

Benefits

• 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