Desktop Support Analyst

**ROLES & RESPONSIBILITIES**:

- Provide IT support for VIP users from the Company (i.e., Managers, Directors, VPs).
- Participate in post-issue committee meetings, along with the End-User Services Supervisor and IT Infrastructure Manager.
- Perform onsite advanced support duties that require independent initiative and judgment, including troubleshooting, parts replacement, system upgrades, advanced deployment, and repair on desktops/laptops and printers. This includes resolving issues post-deployment.
- Channel technical feedback from the end-user services team on process issues to improve overall service delivery.
- Working with vendors and other third-party support teams to resolve issues.
- Provide support for video conference (I.e., Teams Rooms), mobile devices (Android and iOS), corporate printers, radios, IP telephony (VOIP), and Access Control Systems (ACS).
- Identify potential issues that could adversely impact customer experience and follow through on action steps. Escalate issues that impact the customer or entire operation at the site.
- Other support activities include researching and recommending solutions.
- Write, review and/or maintain technical documentation for administration tasks and for installation and configuration of software and hardware (knowledge base articles).
- Provide after-hours support, including weekends, on an on-call rotational basis.
- Manage and follow up on warranty and repair services for end-user computing hardware (laptops, desktops, accessories, mobiles).
- Follow-up requisitions on end-user computing hardware (laptops, desktops, accessories, mobiles).
- Audit inventories of end-user computing hardware.

**POSITION REQUIREMENTS**:

- Proficient in installing and troubleshooting Microsoft OS, O365 Suite, and Microsoft collaboration tools (Teams, SharePoint).
- Experience with Desktop/Laptop imaging.
- Troubleshooting and resolving Citrix/VDI clients.
- Working knowledge of Active Directory and network connectivity with TCP/IP, DNS, WINS, DHCP, wireless, and basic VoIP phone administration.
- **Ability to work at Plant and under a work schedule 14 x 14**:

- Passionate about setting the performance bar in an energetic team environment while delivering a fully integrated solution.
- Ability to follow processes, learn quickly, and interact with a diverse population in a corporate environment providing excellent customer support.
- Ability to read and understand technical manuals, procedural documentation, and OEM guides.
- Ability to conduct research into PC issues and products as required.
- Excellent verbal and written communication skills. Writing clear, concise technical documentation for team members.
- **A driving license is required (minimum A-1 Category).**:

- **Fluent in both written and spoken English (technical proficiency).**:

- Ability to multi-task and set priorities
- Work independently with minimum supervision and work under pressure and maintain composure.
- Collaborating with team members and leadership, implementing great support processes, procedures, and documentation.
- Identifying opportunities for business enablement through smart use of technology.
- Ability to bend, lift and carry up to 25 kg. Extensive walking throughout the office is required on a daily basis.

**ACADEMIC BACKGROUND AND EXPERIENCE**
- Experience in IT customer service, especially in ITSM systems (i.e., Helix, ServiceNow, Remedy, Cherwell, HEAT, etc.).
- University degree in a technology background career.
- At least 5 years of experience (Mining or Hydrocarbon Industries will be desired)
- ITIL certification desired.
- Industry-standard IT certifications (Cisco, MCP, etc.) desired.
- Knowledge of SAP ERP (basic level or user level) is desired.