Desktop Support - Intermediate

Information Technology   |   Calgary, AB

Job Description


Information Technology
Calgary, AB
1541

OVERVIEW

The Client Support Analyst’s primary responsibility is first-level problem resolution.  The Client Support Analyst provides a central point of contact for customer help, problem status, and feedback to customers.  This position is the focal point for workstation / laptop problems and minor system problems including data communications, on-line applications, and user account problem resolution.

The work of the Client Support Analyst is evaluated based on quality of results obtained, feedback from customers, adherence and contribution to procedures, constructive input into policies, and the utilization of technology to increase operational efficiency.

JOB DUTIES

  • Hardware and software installation

  • Monitoring and responding to ISHelp, email, phone, and help-ticket assistance requests

  • Interfacing with clients to facilitate timely resolution of reported problems

  • Testing of software and hardware to ensure compatibility

  • Running diagnostic tests on equipment

  • Documentation of procedures, problem resolutions, and knowledge base information

  • Equipment tracking and inventory

  • Mobile device support and problem resolution

  • Providing support and assistance with IS department projects

  • Ensuring the IS labs are kept orderly

  • Performing other IS related duties and tasks as assigned

REQUIREMENTS

  • 10+ years of hands-on support experience with desktop support technologies, including:  Windows 365, Microsoft Office, basic-level networking, Adobe products, and problem tracking software

  • Familiarly with a diverse range of applications and the ability to quickly learn new ones

  • Experience with root cause analysis

  • Strong customer service orientation

  • Excellent written and verbal communication skills

  • Willingness to participate in on-call rotation

  • Ability to explain technical subject matter clearly and accurately

  • Professional appearance and demeanor

  • College or University education in Computer Science or Information Technology is an asset