Technical Support Analyst

Job Description

We are looking for an Intermediate desktop Support Analyst to help upgrade PCs from Windows 7 to Windows 10. So essentially imaging PCs and delivering them. Windows 7 and Windows 10 in depth knowledge, MS Office 2016 and Outlook 365,

Nice to Have Technical Skills: Lotus Notes, ServiceNow, SCCM.

Problem solving is a key component of the role; the incumbent must be able to identify and understand the problem then determine the best way to discover, implement and test the solution to ensure complete and proper resolution.

Main Accountabilities:
• Deployment of Windows 10 laptops and desktops for end users; executing these upgrades in accordance with pre-determined timeline and processes.
• Troubleshoot and provide post upgrade support to clients, ensuring they are up and running quickly following their upgrades.
• Provide inventory control and lifecycle asset management for end user computing devices. The incumbent will be required to effectively manage the assets in our inventory control system.

Knowledge/Skills/Experience/Competencies:
• Demonstrated knowledge and skills with PC operating systems (specifically Windows 7 and Windows 10), their setup and configuration, computer hardware repair, and device connectivity (TCP/IP, network adapter configuration).
• Solid understanding of network (WAN, LAN, VPN) and telephony systems.
• Working knowledge of enterprise software tools such as MS Office365, Lotus Notes.
• Proven customer experience, practiced communication skills, both orally, and written.
• Technical education and training resulting in a certification (product-specific, vendor-specific, or technical courses) in any area of support for personal computers including: computer operating systems, computer hardware repair, PC configuration. .
• Minimum 1-2 years of field support experience in either: end user support, software support, computer hardware configuration and/or repair, Help Desk / Service Desk support.
• Experience interacting and working with third-level technicians/engineers is an asset.
• Demonstrated experience managing competing demands and working in fast-paced environment.
• Experience with Microsoft Active Directory Services and Systems Centre Configuration Manager (SCCM) is an asset.
• Ability to plan, prioritize and achieve goals in an efficient and productive manner.

Qualifications

Previous Experience upgrading PCs from Windows 7 to Windows 10. So essentially imaging PCs and delivering them. Windows 7 and Windows 10 in depth knowledge, MS Office 2016 and Outlook 365,

Nice to Have Technical Skills: Lotus Notes, ServiceNow, SCCM.