Desktop Support Analyst

Position Details

What you will do :

• A combination of on phone support for internal CAA Associates and onsite support
• Support tasks for this position include incident handling, problem identification, ticket Management (logging and tracking), troubleshooting, resolution, hardware and software support, incident, and problem escalation
• Provide 1st, 2nd level technical support for Windows 10, O, remote connectivity as well as several business specific applications
• Experience in managing devices in Intune
• Provide support in a Citrix environment
• Provide support to virtual desktops in an Azure environment
• Management, setup and maintenance of all IT equipment onsite, this includes printers, Video conferencing and other IT assets
• Setup and configuration of new hardware and software
• Educate users on how to use systems and applications as required
• Asset Management of Desktops, Laptops, Monitors and Printers
• Document and maintain Desktop Support procedures
• Create Knowledge Base articles as required
• Various projects as assigned by Management
• Occasional travel to various retail store locations will be required

Who you are :

• Preferably Bilingual in French and English
• Post-Secondary education or Diploma in computer science or Information Technology
• A minimum of four years’ experience within a customer service-oriented Information Technology environment including in-depth experience in providing technical support and quality customer service
• Excellent time management, analytical and problem-solving skills
• Ability to work effectively and productively within a team environment
• Knowledge of ticketing management systems
• Knowledge of PC, laptop and printer hardware and software
• Proficient in:
• Office – Azure Management
• Windows 10, remote diagnostic and problem resolution
• Citrix
• Azure Virtual desktops
• VPN Connectivity