Desktop Support Analyst

The Opportunity:

Provide first and second level support to employees, ensuring delivery of excellence to all our customers/end users across North America. Assist office-based employees as well as remote staff, with efficient and effective use of desktop applications. Participate and lead various technology projects with opportunities to plan, design and implement technology solutions.

Responsibilities:

Support of the following technologies:

• Windows 10 & MAC OS
• Active Directory Administration (basic)
• Office 365 Suite
• Assigned internal supporting business software
• Corporate VPN & Anti-Virus
• Patching System clients
• Adobe Suite of Products
• Various graphics products
• Mobile devices (Apple/Android)
• In-house software packages
• VoIP Phone System (basic/intermediate)
• Corporate switches/firewall (basic/intermediate)
• Responsible for the overall administration of the desktop environments in their specific location
• Provide world-class customer support to end-users
• Respond to user issues in a timely manner
• Responsible for on-call/as-needed support for remote locations
• Installation of software and hardware as required
• Analysis of new software and desktop requests, provide purchase suggestions
• Maintenance of current desktop environment including telephones, PCs, monitors, peripheral devices, and mobile units
• Maintenance of the internal network (LAN) cabling and cross-connects. Executing changes as required
• Maintenance of network printer devices
• Analysis and resolution of PC issues
• Responsible for the use of the site ticketing system to record all problems, incidents, and changes. Ensuring accurate resolution notes for each ticket
• Identify and escalate corporate critical issues to the appropriate groups
• Maintain an accurate software and hardware inventory using the assigned system
• Provide basic end-user training on log in, software, hardware, and internal security
• Maintain and build desktop image files to aid in rapid deployment of hardware using assigned software
• Create and maintain procedural documentation using the technology Portal
• Comply with internal controls and policies as applicable
• Work in a positive and energized team environment
• Participate in projects that will aid and assist the yearly technology corporate vision
• This position requires some overtime hours
• This position requires travelling to other sites as required

Requirements:

• Strong knowledge of all Windows-based operating systems
• Strong knowledge of PC based computer hardware
• Strong knowledge of Office 365 suite
• Basic knowledge of networking concepts & technologies
• Excellent organizational, interpersonal and communication skills
• Proven problem solving and analytical skills
• Excellent attention to detail
• Ability to document processes and accept feedback
• Strong ability to work within a team environment
• Excellent communicator and personable
• Goal-oriented and action-focused
• Experience in customer service or help desk environment recommended
• IT-related degree/diploma or equivalent preferred
• Greater than 2 years’ experience in a technical support role
• Reliable access to personal transportation is a requirement
• Able to work with little to no supervision

Job Type: Full-time

Required education:

• Diploma/Certificate or equivalent work experience

Required experience:

• Customer Service: 1 year
• Desktop Support: 2 years

Job Types: Full-time, Permanent

Benefits:

• Casual dress
• Company events
• Dental care
• Extended health care
• On-site parking
• Paid time off
• Vision care
• Wellness program
• Work from home

Schedule:

• Monday to Friday
• On-call
• Overtime

Experience:

• Desktop/Helpdesk Support: 3 years (Required)
• Customer Service: 3 years (Required)
• Customer Support: 3 years (Required)

Work remotely:

• Yes, temporarily due to COVID-19

In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, HTS Engineering is an equal opportunity employer. HTS welcomes and encourages applications from Aboriginal people, visible minorities, women and people with disabilities. Accommodations are available upon request, for all aspects of the recruiting process.