Desktop Support Analyst

Company Profile:
Maximus Canada is an industry leader in the provisioning of products and services to support the delivery of government services in North America and internationally. With operations across Canada and around the globe, Maximus provides innovative, practical and meaningful solutions to help government programs and services function more effectively and efficiently.

We are constantly assessing new technology, processes and methods of delivering services to the citizens of Canada. With our expertise in program information management, claims processing, contact centre services, document processing and information technology, we are positioned for significant growth.

Maximus Canada offers competitive market-based salaries, comprehensive employer-paid benefits and a defined-benefit pension plan or a Group RSP with employer-matching contributions, for eligible employees. Our people also get some great perks too, such as employee appreciation events throughout the year, along with a supportive results-oriented work environment.

**Job Description**:
**Hybrid Role - MUST reside in Toronto (Don Mills)**

**Department Summary**

On behalf of Maximus Canada and in support of our client business departments, the Technology Services Department provides services that supports them in delivering better outcomes for their clients. With over 125 staff, the IT Services Department provides the following services:

- Customer Service (Contact Centre, PharmaCare Help Desk, Service Desk, Info Support, and Prosthetics and Orthotics)
- IT Infrastructure Service Delivery
- Pharmaceutical Services Segment Development Support
- Medical Services Segment Development Support
- IT Development Support
- Access, Audit & Investigations Services
- Shared Application Management Services

**Role Summary**

**Key Responsibilities**
- Receive help desk call; open, monitor and close support and request tickets
- Troubleshoot software and hardware issues on Windows desktops and Virtual Desktops
- Troubleshoot software and hardware issues on mobile devices
- Administration of Active Directory, Exchange, DNS and Windows Servers
- Installation and moving of desktop computers, Wyse devices and printers
- Configure and test desktop computer and Wyse device configurations and software products
- Update technical and process documentation libraries
- Update the asset management system Other Work Items:

- Training - work to develop training for desktop devices and processes and deliver to small teams of users.
- Quality Improvement - provide forward looking problem management aimed at reducing incidents, and optimizing the time to resolve issues
- Documentation - ensuring current documentation is updated as required and creating additional documentation to cover new scenarios and new products. Provide documentation for Level 1 help desk to maximize Level 1 first call incident resolution. Provide documentation for Level 2 support team to use in incident and problem resolution

**Education and Experience**

Preference for a Technical Diploma or Technical Certification from an accredited technical college or university, with major coursework in computer systems support and windows software.

**Knowledge, Skills and Abilities**
- Formal training or certifications in Microsoft Software
- Previous helpdesk experience
- Knowledge of desktop/laptop hardware
- Knowledge of Microsoft software including Windows 10, Microsoft Office 365, and Microsoft Endpoint Manager, Microsoft Teams, Teamviewer.
- Excellent peer and customer facing skills
- Strong written and verbal communications skills
- Strong analytic and problem solving ability
- Strong attention to detail with good documentation skills
- Ability to work individually and as a team player; must be self-motivated
- Ability to multi-task and to learn quickly Nice to Have Skills:

- Previous end user training experience is a plus
- Basic programing skills knowledge PowerShell scripting.
- Knowledge of ITIL and process improvement and quality improvement processes is a plus
- Exposure to VMWare View Virtual Desktops, and Wyse devices

Additional Information: