Position Overview: Reporting to the Technical Support Team Lead, the Technical Support Analyst is responsible for providing onsite tier 3 technical assistance for all aspects of Desktop Services to Finning (Canada) personnel. Work with key users in the branches\\departments to oversee & solve complex support issues, coordinate and oversee hardware and software upgrades and provide an elevated level of support to the executive level within the region.
Job Description: Major Job Functions:
Provide tier 3 technical support for specialized PC hardware, Printers, A/V technology, mobility devices and desktop software, inclusive of clear and concise documentation and communication on activities and projects
Provide an elevated level of support to the regional executive and executive assistants in the region
Provide technical expertise and support for desktop related projects
Implementation and coordination of hardware and software enhancements and upgrades
Smart hands support for provisioning and supporting of all related IT technologies in regional branches
Management of regional branch IT assets and coordination of the asset refresh process
Providing tier 3 support to users and executives
Investigating and recommending technical solutions in support of the desktop environment
Ensure employees have proper documentation and training to support the products
Work with internal IT team to ensure issues are resolved in a timely manner
Ensure asset tracking is current and minimum inventory levels are adequate
Represent the company in a professional and ethical manner and maintain effective relationships with internal departments and staff while maintaining confidentiality
Specific Skills & Knowledge:
Technical knowledge of PC hardware and software, Windows operation systems setup, configuration, and support
Technical knowledge of mobile and related technology
Excellent communication and documentation skills
Ability to prioritize and time manage in a high demanding environment
Knowledge of Office 365 and Office Suite of products with a solid understanding of the deployment and support requirements.
Self-starter who possesses the ability to work with minimal supervision independently and in a team environment
Highly organized with strong attention to detail
Ability to adapt and grow as required
Technical knowledge of PC hardware and related technology, Windows 7, Windows 10 Current Branch operating systems setup, configuration, patching and updating
Technical knowledge of Windows 10 deployment and support best practices
Knowledge of Office 365 and Office Suite of products with a solid understanding of the deployment and support requirements
Knowledge of SCCM 2016 and current branch versions for client management, image management, imaging, application deployment, PXE boot, etc.
Working knowledge of device encryption technology, anti-virus, anti-spam, anti-malware software technologies
Understanding of change control and change management processes related to IT
Basic understanding of network technologies and Windows Server infrastructure
Basic knowledge of Wi-Fi and cellular network technology
Basic understanding of network technologies and Windows Server
Education & Experience:
Post-Secondary education in a related discipline and certification in Information Technology.
Minimum 2-3 years' experience in IT support in a medium to larger complex organization
MCSE and MCSA would be an asset
We are committed to diversity at Finning, to building and sustaining a diverse and inclusive workforce and as an equal opportunity employer we encourage applications from all qualified individuals. Finning does not discriminate against applicants based on genders, races, national and ethnic origins, religions, ages, sexual orientation, marital and family status, and/or mental or physical disabilities.