Job Overview:
We are seeking an experienced and highly professional Desktop Support Analyst to join our Information Services team. In this senior role, you will provide expert-level technical support and personalized assistance to our executive leadership team, ensuring an exceptional and seamless technology experience. The ideal candidate will possess a deep technical expertise, a proactive problem-solving mindset, and the ability to deliver concierge-level service with a focus on discretion, efficiency, and the highest standards of customer care. This is an in-office position located in Calgary, Alberta, Canada.
Key Responsibilities:
- Technical Support: Offer prompt and effective support to end-users the leadership team experiencing hardware, software, and network issues. This includes diagnosing problems, providing solutions, and escalating more complex issues as needed.
- Hardware and Software Installation: Install, configure, and maintain desktop hardware, peripherals, and software applications. Perform upgrades and patches to ensure system stability and security.
- Troubleshooting: Identify and resolve technical issues related to operating systems, applications, and connectivity. Use diagnostic tools and techniques to troubleshoot and resolve problems efficiently.
- User Assistance: Provide exceptional customer service by communicating technical information in an understandable manner. Assist users with setup, configuration, and general usage of their computer systems. Assist with configuring meeting rooms for the executive team.
- Documentation: Maintain accurate records of support requests, resolutions, and system configurations. Update and manage knowledge base articles to aid in the resolution of common issues.
- Training: Offer basic training and guidance to end-users on the use of hardware, software, and best practices for security and efficiency.
- System Maintenance: Conduct regular system maintenance tasks, including virus scans, data backups, and system updates to ensure optimal performance and security.
- Collaboration: Work closely with other IS team members and departments to address and resolve complex technical issues. Assist with the deployment of new systems and technologies.
- Compliance: Ensure adherence to company policies and procedures, particularly concerning data security and IS compliance standards.
- Communication and Organization: Provide clear, concise, and professional interactions with executives and senior leadership. This includes proactively managing and prioritizing support requests, providing timely updates, and tailoring communications to suit the needs of a high-level audience.
Qualifications:
- Education: Associate’s degree in Information Technology, Computer Science, or a related field preferred. Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.
- Experience: Minimum of 1-2 years of experience in a desktop support or IT support role. Experience with various operating systems (Windows, macOS, Linux) and enterprise software applications is required.
- Technical Skills: Proficiency in troubleshooting and resolving hardware and software issues. Familiarity with networking concepts and tools is beneficial.
- Communication Skills: Excellent verbal and written communication skills. Ability to explain technical concepts to non-technical users clearly and effectively. This includes active listening and providing updates on issue status.
- Problem-Solving: Strong analytical and problem-solving skills with the ability to work independently and manage multiple tasks simultaneously. This also involves being resourceful and able to think critically under pressure.
- Customer Service: Proven track record of providing outstanding customer service and support. Demonstrated ability to handle sensitive situations with professionalism and empathy. Calmly addresses technical problems, even under pressure, to avoid causing frustration for high-level stakeholders. Handles sensitive information with the utmost confidentiality and security awareness.
- Attention to Detail: Meticulous in identifying and resolving technical issues, ensuring no small detail is overlooked. Maintaining accurate records of support tickets, solutions, and processes to ensure continuity and knowledge sharing within the team.
- Professional Appearance and Conduct: Adhering to workplace dress codes and consistently exhibits polished, courteous, and respectful behavior when interacting with colleagues and executives.
- Adaptability and Initiative: Quickly adjusts to evolving technology, situations, or executive needs with ease. Anticipates potential issues before they arise and proactively addresses them, adding value without being asked.
- Time Management and Responsiveness: Prioritizing tasks effectively, managing multiple requests simultaneously, and ensuring timely resolution of issues. Always available and ready to provide immediate assistance, prioritizing executive requests.
- Seniority: Mid-Senior Level
Supervision:
- This position has no direct reports.
Working conditions:
- This position operates in an office environment with minimal travel required.
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