The Desktop Analyst provides quality Desktop support services to Whiteshell users and works with other support staff to ensure quick and reliable responses to the customer problems and requests.
On occasion, must be prepared to work irregular hours.
Under the direction of the Section Head, perform the following duties:
· Provides Second Level HelpDesk support primarily to networked PC users at WL. This requires investigating and troubleshooting problems with PC client software and a high-level of interaction with customers.
· Maintains call information in a service centre call-tracking database.
· Performs hardware maintenance and upgrades for AECL PCs, printers, laptops, copiers, Blackberries etc
· Installs and configures PCs including loading of software and installation of hardware.
· Evaluates and recommends upgrades to desktop and portable computers
· Documents network hardware and software installation, maintenance, operation and security procedures and configurations as required.
QuQualifications:
Minimum of College diploma - 3 year Information Technology with Co-op or graduation from an equivalent relevant IT formal education program and two or more years of related and/or progressive experience.
Candidate must be very customer-oriented, possess excellent interpersonal skills, and be able to work in high-stress situations with independence but as a member of a team.
Must have a valid Manitoba driver’s licence.
Demonstrated ability to follow established technical and administrative procedures and initiate process improvement.
Must be knowledgeable in Microsoft windows operating system environment (Windows XP).
Must possess a thorough understanding of PC hardware and software configurations.
Must possess a general knowledge of networking concepts and local area networks using TCP/IP.
Proven written and oral communication skills for helping/instructing customers.
Candidates may be required to complete any specialised IT courses and relevant exams such as the Microsoft Certified Systems Engineer Certificate, etc.
Knowledge in the use of Microsoft Office Suite is required.
