Information Technology Support Analyst

Job Summary

In this role, you will provide first- and second-level support, primarily to our global employees across many different sites in the company, supporting all levels of the organization.

Job Responsibilities

Ensure timely operational and technical support for personal computers and troubleshooting of all domestic computer hardware and software issues

Provide and ensure prompt and effective troubleshooting, resolution and documentation of all problems and service requests.

Develop accurate documentation of installation and configuration procedures for both standard and non-standard software packages.

Manage deployment and rollout of software and hardware.

Maintain an accurate inventory of GIT clients’ assets.

Create and maintain our knowledge base to support our users.

Ensure all our network assets are secured by collaborating with our Cybersecurity team.

Update problem management database with timely and meaningful information in accordance with desktop service levels.

Gather and log all relevant information about the issue and attempts to resolve it using tools provided and the collective knowledge of their teammates and supervisors.

Utilize knowledge base used to assist in troubleshooting efforts. Share experiences with other team members.

Assist in the deployment of desktop PC’s and peripherals.

On-board new employees with GIT orientation to computer assets

Respond to all voice mail and email daily.

Develop working knowledge of all desktop applications, and OS software supported by Desktop Services. Troubleshoot and assist in the use of all supported software.

Various duties as assigned by the GIT Client Solutions Manager

Requirements

Internship / Apprenticeship’s degree in Computer Science or related field

2+ Years experience in Desktop and / or Helpdesk support.

Prior work-related experience with current standard desktop software (Microsoft Office, Windows.

Fluent in English. Additional languages are a plus.

Experience in working with international clients in USA and Europe.

Proficient knowledge of Microsoft office, knowledge of SAP is an asset.

Experience with Desktop or Help Desk support is an asset.