Deskside Support Analyst

6 months ago

Edmonton, Canada Insight Enterprises Full time

**Requisition Number**:97149**

**Deskside Support Technician (contract)**

Location: Edmonton, Alberta (on-site)

Duration: 12-18 months, with chance of long-term extension

**About Insight**:
Insight Enterprise Inc serves clients in 190 countries, and in Canada, our robust Staffing department specializes in placing top-notch talent in sought-after roles across the nation.

**Description**:
**Responsibilities**:

- Provide technical assistance and support to end users experiencing desktop, laptop, and peripheral hardware, software, and connectivity issues, both in person and remotely.
- Maintain accurate records of support tickets, resolutions, and user interactions in the helpdesk ticketing system.
- Maintain an inventory of desktop hardware, software licenses, and peripherals, track asset allocations, and coordinate equipment procurement, replacement, and disposal processes in accordance with organizational guidelines and budget constraints.
- Collaborate with other IT teams (e.g., network, server, security) to resolve complex technical issues and escalate unresolved problems to higher-level support tiers or vendor support channels as necessary, ensuring timely resolution and mínimal disruption to business operations.
- Implement and enforce endpoint security measures such as antivirus software, firewalls, encryption, and password policies to protect against malware, data breaches, and unauthorized access to sensitive information.
- Perform routine maintenance tasks such as system updates, software patches, antivirus scans, and disk defragmentation to ensure system stability, security, and optimal performance.

**Requirements**:

- Excellent communication and interpersonal skills, with the ability to effectively convey technical concepts to non-technical stakeholders.
- Strong analytical and problem-solving abilities, with a focus on understanding business requirements and translating them into technical solutions.
- Minimum 3 years of experience in IT support, desktop management, or related roles.
- Hands-on experience with Microsoft 365 services, desktop equipment deployment, Mobile devices (iOS and Android).
- Proficiency in desktop support tools, Microsoft 365 services, Windows operating systems, and equipment deployment processes.
- Previous experience in a technical support role, helpdesk environment, or customer service position is desirable, particularly experience providing desktop support to end users in a corporate setting.
- Familiarity with helpdesk ticketing systems (e.g., ServiceNow, Cherwell, Zendesk) and IT service management (ITSM) processes for incident management, problem management, and change management.
- Attention to detail and organizational skills, with the ability to document support procedures, update knowledge base articles, and maintain accurate records of support interactions and resolutions.
- Proficiency in troubleshooting and resolving hardware and software issues on desktops, laptops, and peripherals running Windows operating systems.
- Familiarity with basic networking concepts, TCP/IP protocols, DHCP, DNS, and VPN configurations to troubleshoot network connectivity issues.
- Experience with remote desktop support tools (e.g., Remote Desktop Protocol, TeamViewer, LogMeIn) and mobile device management (MDM) solutions for supporting remote users and mobile devices.
- Knowledge of ITIL best practices for incident management, problem management, and change management.
- Topical understanding of network architecture, protocols, routing, switching, and security principles.
- Experience in server hardware, operating systems (Windows, Linux/Unix), and server virtualization platforms (VMware, Hyper-V, KVM).
- Knowledge of storage technologies such as SAN, NAS, RAID configurations, and data replication methods.
- General understanding of file, system, and machine backup strategies
- Familiarity with cloud computing platforms (specifically MS Azure) and hybrid cloud architectures.
- Understanding of cybersecurity principles, access controls, encryption, and compliance frameworks.
- Adaptability and a willingness to learn new technologies and stay updated with industry trends.
- Experience managing vendors and overseeing desktop support services in a corporate environment.
- Valid driver’s license and their own transportation, as they may be required to travel between facilities within the City of Edmonton.

If you are interested in this opportunity, please submit your resume detailing all relevant experience and certifications. We thank you for your interest, however, only those selected for interviews will be contacted.

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

Posting Notes: Edmonton || Alberta (CA-AB) || Canada (CA) || IT Infrastruc

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