Information Technology Support Analyst

Job Summary

In this role, you will provide first- and second-level support, primarily to our global employees across many different sites in the company, supporting all levels of the organization.

Job Responsibilities

• Ensure timely operational and technical support for personal computers and troubleshooting of all domestic computer hardware and software issues
• Provide and ensure prompt and effective troubleshooting, resolution and documentation of all problems and service requests.
• Develop accurate documentation of installation and configuration procedures for both standard and non-standard software packages.
• Manage deployment and rollout of software and hardware.
• Maintain an accurate inventory of GIT clients’ assets.
• Create and maintain our knowledge base to support our users.
• Ensure all our network assets are secured by collaborating with our Cybersecurity team.
• Update problem management database with timely and meaningful information in accordance with desktop service levels.
• Gather and log all relevant information about the issue and attempts to resolve it using tools provided and the collective knowledge of their teammates and supervisors.
• Utilize knowledge base used to assist in troubleshooting efforts. Share experiences with other team members.
• Assist in the deployment of desktop PC’s and peripherals.
• On-board new employees with GIT orientation to computer assets
• Respond to all voice mail and email daily.
• Develop working knowledge of all desktop applications, and OS software supported by Desktop Services. Troubleshoot and assist in the use of all supported software.
• Various duties as assigned by the GIT Client Solutions Manager

Requirements

• Internship / Apprenticeship’s degree in Computer Science or related field
• 2+ Years experience in Desktop and/or Helpdesk support.
• Prior work-related experience with current standard desktop software (Microsoft Office, Windows.
• Fluent in English. Additional languages are a plus.
• Experience in working with international clients in USA and Europe.
• Proficient knowledge of Microsoft office, knowledge of SAP is an asset.
• Experience with Desktop or Help Desk support is an asset.