Desktop Analyst

Primary Role Focus
Participate in a wide variety of analytical and technical assignments providing problem diagnosis and solutions documentation, implementation, administration, support, and maintenance of a variety of hardware, software, and network products in an information technology desktop environment. The Desktop Analyst is a key customer service role at Packers Plus, focused on providing exceptional customer service experience to our internal customers. A Packers Desktop Analyst will collaborate as a member of a global IT Team, supporting a broad range of software, hardware, and windows operating system platforms. This role reports to the IT Manager.

Key Tasks and Responsibilities

• Fully document problem symptoms and capture all relevant system and application information within the company call tracking system
• Independently resolve most problems/questions that arise, and consult with senior team members or other I/S development staff on unusual or difficult problems
• Recognize problem issues that affect multiple end users and work with other I/S departments to prioritize and solve quickly
• Provide after-hours support as needed
• Provides technical support on client-side applications, software, desktop hardware, peripherals, and printers
• Provides technical support for manufacturing related IT hardware and software
• Documents site specific information and system software installation procedures.
• Maintains accurate software and hardware asset information
• Manages mobile device deployment and related hardware
• Manages enrolment and administration of MDM devices, including company mobile phones and scanners
• Works with the IT Manager on assigned projects
• Upgrades or replaces system software and components in conjunction with the IT Manager
• Maintains Software and Hardware standards
• Looks to improve the operating environment at Packers Plus
• Resolves Helpdesk tickets with a prominent level of detail and within defined Service Level Objectives (SLO’s)
• Constantly seek to improve technical skills and continuously research Information Technology trends
• Assists third party IT Support groups globally with assigned work by providing guidance and instruction

Position Requirements
Experience and Skills

• Advanced Windows Active Directory experience and user account management
• Advanced knowledge of Microsoft Windows 10 and Office 365
• Advanced technical troubleshooting skills
• Advanced knowledge of iOS and Android operating systems
• Advanced ability and willingness to research and learn new technologies as they are introduced to the environment
• Basic knowledge of network environments and concepts such as TCP/IP, DHCP, DNS, and VPN
• Basic knowledge of server operating systems, server tools and utilities, and server data backup and restore
• Advanced knowledge of technical analysis, implementation, configuration, and upgrading of computer hardware, software, and peripherals
• Intermediate understanding of Information Security practices and access provisioning
• Intermediate Office 365/Azure AD administrative skills
• Intermediate SCCM administrative skills
• Strong organization skills and ability to manage a constantly changing workload
• Excellent oral and written English language skills
• Minimal travel time required, 2 – 5% for the entire year

Education and Training

• Post-Secondary Degree in Information Technology preferred
• ITIL Foundations desirable
• Technical certifications considered

Physical, Business and Safety Requirements

• Compliance with Packers Plus Health and Safety Program
• Extended periods of sitting at a desk using a computer monitor, keyboard, and mouse

Competencies
Packers Plus Values

• Customer Intimacy
• Operational Excellence
• Innovation

Role Competencies

• Action Oriented
• Analytical Thinking
• Attention to Detail
• Customer Focus
• Flexibility/Adaptability
• Interpersonal Savvy
• Problem Solving
• Teamwork
• Technical Learning

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