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Desktop Analyst - Part Time

Primary Role Focus

The Packers Desktop Analyst is a key customer service role at Packers Plus, focused on providing an exceptional customer service experience to our internal customers.  The roll requires a motivated individual who boasts a broad range of IT support capabilities, and a desire to continually improve their technical and personal skills.  A Packers Desktop Analyst will collaborate as a member of a global desktop team, supporting a broad range of software, hardware, and windows operating system platforms.  The Analyst will also need to be self-sufficient at times, and a conscientious decision maker. This position reports to Desktop Team Lead.

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 on call support as scheduled
  • Provides technical support on client-side applications, software, desktop hardware, peripherals and printers
  • Documents site specific information and system software installation procedures.
  • Maintains accurate software and hardware asset information
  • Manages mobile device deployment and related hardware
  • Works with the Desktop Team Lead on assigned projects
  • Upgrades or replaces system software and components in conjunction with the Supply Chain Specialist.
  • Maintains Software and Hardware standards
  • Participates in the Weekly Desktop Team meetings, providing status updates on support activities and projects
  • Looks to improve the operating environment at Packers Plus
  • Resolves Helpdesk tickets with a high level of detail and within defined Service Level Objectives (SLO’s)
  • Constantly seek to improve technical skills and continuously research Information Technology trends

Position Requirements

Experience and Skills

  • Intermediate Windows Active Directory experience and user account management
  • Advanced knowledge of Microsoft Windows 7 & 10, and Office 2013 and 365
  • Advanced technical troubleshooting skills
  • 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
  • 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
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