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Desktop Support Analyst - Technical Support

Reference ID: desktop-support-analyst-technical-support

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Position Title: Desktop Support Analyst - Technical Support

Reports To: Director, IT Infrastructure and Operations

Location: Victoria, BC

Reference: # ZC-201916

Primary Accountabilities:

Maximus has an immediate need for a Support Analyst for the Technical Support team. The successful applicant will be able to provide helpdesk technical support for desktop systems hardware and software.

Duties may include, but not limited to:

  • Receive help desk call; open, monitor and close support and request tickets
  • Respond to and resolve end user questions and issues via telephone, remote support, email, and in person (desk side)
  • Troubleshoot software and hardware issues on Windows desktops and Virtual Desktops
  • Troubleshoot software and hardware issues on Blackberry devices
  • Configuration and troubleshooting of e-mail clients (Outlook)
  • Administration of Active Directory, Exchange, DNS and Windows Server
  • devices and printersWyseInstallation and moving of desktop computers,
  • device configurations and software productsWyseConfigure and test desktop computer and
  • Update technical and process documentation libraries
  • e the asset management systemUpdat

Other Work Items:

1. Training - work to develop training for desktop devices and processes and deliver to small teams of users.

2. Planning - work to plan installs, moves, and upgrades of desktop infrastructure and desktop applications as required in support of the user community.

3. Quality Improvement - provide forward looking problem management aimed at reducing incidents, and optimizing the time to resolve issues.

4. Documentation - ensuring current documentation is updated as required and creating additional documentation to cover new scenarios and new products. Provide documentation for Level 1 help desk to maximize Level 1 first call incident resolution. Provide documentation for Level 2 support team to use in incident and problem resolution.

Education & Experience:

  • Preference for a Technical Diploma or Technical Certification from an accredited technical college or university, with major coursework in computer systems support and windows software.

Skills, Knowledge & Abilities:

Desired Skills:

  • Formal training or certifications in Microsoft Software
  • Previous helpdesk experience
  • Knowledge of desktop/laptop hardware
  • Knowledge of Microsoft software including Windows XP Professional and Windows 7, Microsoft Office 2003/2007/2010, and Microsoft Outlook 2003/2010
  • Excellent peer and customer facing skills
  • Strong written and verbal communications skills
  • Strong analytic and problem solving ability
  • Strong attention to detail with good documentation skills
  • Ability to work individually and as a team player; must be self motivated
  • Ability to multi-task and to learn quickly

Nice to Have Skills:

  • Previous end user training experience is a plus
  • principlesITILKnowledge of
  • Knowledge of process improvement and quality improvement processes is a plus
  • devicesWyse View Virtual Desktops, and VMWareposure to Ex

Please send your resume and quote job: Desktop Support Analyst, by applying online:

Cliff Tang, Recruiter
Maximus Canada

Posted: December 7, 2018
Closes: February 5, 2019
Email Address:
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About MAXIMUS Canada

MAXIMUS is an industry leader in the provisioning of products and services to support the delivery of government services in North America and internationally. With operations across Canada and aro...