Help Desk Analyst

2 weeks ago

Brampton, Canada SPS COMMERCE Full time

Description:
**Does This Sound Like You?**
- You enjoy working directly with technical and non-technical team members to troubleshoot problems and unexpected issues.
- You identify best practices for assisting users and are you able to guide your own workday with mínimal supervision.
- You are comfortable working in an office setting and like working in-person with your customers to help resolve issues.

**Why join SPS**?

We solve retail supply chain problems by cutting through inefficiency with innovation and automation. At SPS we empower retailers, suppliers, distributors, grocers, and logistics partners to work better together with our people, our process, and our tech products. We have the world’s largest retail network, and we don’t just lead the industry, we are the industry.

At SPS, we believe every employee makes a difference. We ensure employees have the tools, resources and training to explore new ideas and execute them. Our success comes from playing as a team and always playing to win. Careers don’t just grow here, they’re made here.

**The day-to-day**

In this position, you’ll work at the onsite "Tech Bar" and help users with configuring, troubleshooting, and providing technical assistance for core user systems including hardware, software, operating systems, and networking.
- Administer and configure corporate devices for SPS Commerce. This includes imaging, provisioning, and deploying laptops (Windows/MacOS), mobile devices, and peripherals.
- Perform approved software installations on SPS Commerce devices.
- Interact with various departments and serve as a primary contact for troubleshooting and providing resolutions for hardware and software issues on laptops and mobile devices.
- Create and maintain process, system, and troubleshooting documentation.
- Provide onsite and remote technology support.
- Assist with the preparation and implementation of system upgrades and special projects.
- Strong working knowledge and experience with Office 365 and the Microsoft Office Suite (Outlook, OneDrive for Business, and SharePoint).
- Network troubleshooting and working knowledge of network and infrastructure terminology including but not limited to: DNS, DHCP, VPN, TCP/IP, and SNMP.
- Responsible for inventory maintenance and tracking of end-user technology such as laptops, monitors, other peripherals, software, and printers.

**Required Experience/ Skills**
- College degree plus 1-2 years of Help Desk experience OR 4 years of Tech Support experience if no degree.
- Strong technical understanding of supporting devices on Windows (7/10 Enterprise), MacOS (Sierra and later), and mobile devices (Android and iOS).
- Familiarity with Jamf, O365, Endpoint, Intune and Azure is desirable.
- Excellent customer service skills and demonstrated ability to work effectively in a team environment.
- Demonstrated organizational skills with ability to effectively manage multiple projects.

***EOE including disability/ veteran

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