Desktop Analyst
Dammam, Saudi Arabia
Full Time
Experienced
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
Position Requirements
Experience and Skills
Education and Training
Physical, Business and Safety Requirements
Competencies
Packers Plus Values
Role Competencies
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
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