Desktop Analyst

Primary Role FocusParticipate in a wide variety of analytical and technical assignments providing problem diagnosis and solutions documentation, implementation, administration, support, and maintenance of a variety of hardware, software, and network products in an information technology desktop environment. The Desktop Analyst is a key customer service role at Packers Plus, focused on providing exceptional customer service experience to our internal customers. A Packers Desktop Analyst will collaborate as a member of a global IT Team, supporting a broad range of software, hardware, and windows operating system platforms. This role reports to the IT Manager.Key Tasks and ResponsibilitiesFully document problem symptoms and capture all relevant system and application information within the company call tracking systemIndependently resolve most problems/questions that arise, and consult with senior team members or other I/S development staff on unusual or difficult problemsRecognize problem issues that affect multiple end users and work with other I/S departments to prioritize and solve quicklyProvide after-hours support as neededProvides technical support on client-side applications, software, desktop hardware, peripherals, and printersProvides technical support for manufacturing related IT hardware and softwareDocuments site specific information and system software installation procedures.Maintains accurate software and hardware asset informationManages mobile device deployment and related hardwareManages enrolment and administration of MDM devices, including company mobile phones and scannersWorks with the IT Manager on assigned projectsUpgrades or replaces system software and components in conjunction with the IT ManagerMaintains Software and Hardware standardsLooks to improve the operating environment at Packers PlusResolves Helpdesk tickets with a prominent level of detail and within defined Service Level Objectives (SLO’s)Constantly seek to improve technical skills and continuously research Information Technology trendsAssists third party IT Support groups globally with assigned work by providing guidance and instructionPosition RequirementsExperience and SkillsAdvanced Windows Active Directory experience and user account managementAdvanced knowledge of Microsoft Windows 10 and Office 365Advanced technical troubleshooting skillsAdvanced knowledge of iOS and Android operating systemsAdvanced ability and willingness to research and learn new technologies as they are introduced to the environmentBasic knowledge of network environments and concepts such as TCP/IP, DHCP, DNS, and VPNBasic knowledge of server operating systems, server tools and utilities, and server data backup and restoreAdvanced knowledge of technical analysis, implementation, configuration, and upgrading of computer hardware, software, and peripheralsIntermediate understanding of Information Security practices and access provisioningIntermediate Office 365/Azure AD administrative skillsIntermediate SCCM administrative skillsStrong organization skills and ability to manage a constantly changing workloadExcellent oral and written English language skillsMinimal travel time required, 2 – 5% for the entire yearEducation and TrainingPost-Secondary Degree in Information Technology preferredITIL Foundations desirableTechnical certifications consideredPhysical, Business and Safety RequirementsCompliance with Packers Plus Health and Safety ProgramExtended periods of sitting at a desk using a computer monitor, keyboard, and mouseCompetenciesPackers Plus ValuesCustomer IntimacyOperational ExcellenceInnovationRole CompetenciesAction OrientedAnalytical ThinkingAttention to DetailCustomer FocusFlexibility/AdaptabilityInterpersonal SavvyProblem SolvingTeamworkTechnical Learning#J-18808-Ljbffr