Primary Role Focus Participate 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 Responsibilities + Fully document problem symptoms and capture all relevant system and application information within the company call tracking system + Independently resolve most problems/questions that arise, and consult with senior team members or other I/S development staff on unusual or difficult problems + Recognize problem issues that affect multiple end users and work with other I/S departments to prioritize and solve quickly + Provide after-hours support as needed + Provides technical support on client-side applications, software, desktop hardware, peripherals, and printers + Provides technical support for manufacturing related IT hardware and software + Documents site specific information and system software installation procedures. + Maintains accurate software and hardware asset information + Manages mobile device deployment and related hardware + Manages enrolment and administration of MDM devices, including company mobile phones and scanners + Works with the IT Manager on assigned projects + Upgrades or replaces system software and components in conjunction with the IT Manager + Maintains Software and Hardware standards + Looks to improve the operating environment at Packers Plus + Resolves 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 trends + Assists third party IT Support groups globally with assigned work by providing guidance and instruction Position Requirements Experience and Skills + Advanced Windows Active Directory experience and user account management + Advanced knowledge of Microsoft Windows 10 and Office 365 + Advanced technical troubleshooting skills + Advanced knowledge of iOS and Android operating systems + Advanced ability and willingness to research and learn new technologies as they are introduced to the environment + Basic knowledge of network environments and concepts such as TCP/IP, DHCP, DNS, and VPN + Basic knowledge of server operating systems, server tools and utilities, and server data backup and restore + Advanced knowledge of technical analysis, implementation, configuration, and upgrading of computer hardware, software, and peripherals + Intermediate understanding of Information Security practices and access provisioning + Intermediate Office 365/Azure AD administrative skills + Intermediate SCCM administrative skills + Strong organization skills and ability to manage a constantly changing workload + Excellent oral and written English language skills + Minimal travel time required, 2 – 5% for the entire year Education and Training + Post-Secondary Degree in Information Technology preferred + ITIL Foundations desirable + Technical certifications considered Physical, Business and Safety Requirements + Compliance with Packers Plus Health and Safety Program + Extended periods of sitting at a desk using a computer monitor, keyboard, and mouse Competencies Packers Plus Values + Customer Intimacy + Operational Excellence + Innovation Role Competencies + Action Oriented + Analytical Thinking + Attention to Detail + Customer Focus + Flexibility/Adaptability + Interpersonal Savvy + Problem Solving + Teamwork + Technical Learning   Powered by JazzHR