Deskside Support Analyst

2 days ago

Montréal QC, Canada Aversan Full time

Our client's IT Department is seeking an Infrastructure Technology Analyst to join their Tier 2 Deskside Support team. In this role, you will provide computer support services to users across the company, address various technical incidents and problems, work with different types of software, and support PC hardware/peripherals and operating system platforms within secure environments.

Your responsibilities will include account administration, software and hardware troubleshooting, diagnosing problems, installing software, creating end-user documentation, and other tasks related to end-user support and readiness. You will provide computer support to staff in different departments (Engineering, Administrative, Information Technology, etc.) within established service levels. Work is generally supervised and performed in line with set objectives and guidelines, with technical guidance from the Team Lead or Manager. The Infrastructure Technology Analyst will also make some independent decisions within established guidelines.

**Responsibilities**:

- Act as a liaison with field service (external and internal) personnel to identify and resolve system hardware and software issues, and escalate or make recommendations to IT management as needed.
- Provide support to ensure stable, reliable desktop systems to the user community across all offices.
- Enter, prioritize, and manage Incidents and Service Request tickets, ensuring users receive timely updates on the status of their requests.
- Utilize customer service skills to effectively communicate with end users using corporate telephony and messaging tools.
- Perform analysis, troubleshooting, and resolution of end-user technology issues (desktops, laptops, software, mobile devices, peripherals, access) and escalate when required.
- Maintain expertise in Microsoft Windows 10, Active Directory, SCCM, Office 2016/O365 administration.
- Continuously update technical skills and knowledge.
- Create and maintain department procedures, user guides, and support documentation.
- Participate in technical testing and projects as directed.
- Stay up to date with new technologies.

**Job Requirements**:

- Must be fluent in both English and French (bilingual requirement).
- A diploma or degree in related studies and a minimum of 1 year of experience in a Deskside Support or Help Desk environment, or an equivalent combination of training and experience.
- The work schedule is typically Monday to Friday, with a requirement to be onsite a minimum of 3 days per week.
- Must be a good team player with strong interpersonal skills and the ability to work well with others while maintaining a professional demeanor.
- Strong analytical and problem-solving skills with the ability to identify root causes.

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