Reporting to the Team Lead, End User Support the Technical Support Analyst II will assist existing team members in an operational End User Computing capacity including but not limited to incident and service requests related to hardware, OS, POS, productivity software, RF guns, printers, active directory account provisioning, access and connectivity via phone, email and web portal. The role includes both deskside and remote support of users. From an administrative capacity they will also be engaged in hardware/software assignment, license reconciliation, and Asset Management Coordination including maintaining records and databases specific to asset lifecycle management in ServiceNow.
End User Computing - support of incident and service requests related to hardware, software, RF guns, POS, printers, active directory account provisioning access and connectivity via phone, email and web portal.
Build and deploy end user devices including POS, Corporate devices, Phones, Scanners
Ensure work is completed to service level requirements.
Provide daily operational support to end user devices and services, including provide afterhours support if required. Support continuous improvement to the end users experience and productivity.
Assist in project work as required for regular updates and deployments.
Keep current in end user technology troubleshooting and support.
Create user training and documentation.
Follow ITIL practices including incident, problem, change and knowledge etc.
Assist with acquisition of IT assets and full lifecycle management in ServiceNow including end to end lifecycle tracking and recording of all IT Assets and their related configuration attributes.
Contribute to the implementation and testing for regular productivity tool updates and servicing.
Other duties as assigned.
Post secondary education, IT technology diploma or relevant certification and/or minimum of one to five years of related work experience
Working knowledge or an aptitude for technology such as Windows 10, SCCM, Active Directory, Office 365 Intune, Hardware Troubleshooting, iOS and Android is considered an asset.
ITIL Foundations certification an asset
Excellent analytical, problem-solving, and critical thinking skills with ability to multi-task
Proven organizational, decision making, time management and collaboration expertise
Excellent verbal and written communication skills, including the ability to present technical material to non-technical audiences. Great active listening skills.
External Applications: Please send your cover letter and resume to firstname.lastname@example.org and quote the posting number in the subject line.
Internal Applications: Please email your resumes and Complete Form – Application For In-House Position, posting number, and forward to email@example.com.
We thank all candidates for their interest, however only qualified candidates will be contacted for an interview.