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Desktop Support Analyst in Nanaimo at Western Forest Products

Date Posted: 10/9/2018

Job Snapshot

Job Description

WFP is currently seeking a Desktop Support Analyst to join our Management Information Services (MIS) Team and Business Services Group in Nanimo.

Reporting to the HelpDesk Lead, the HelpDesk Technician is responsible for:

  • Resolving end-user IT issues by troubleshooting software, hardware, and network issues.
  • Providing one-on-one end-user support and problem resolution via telephone, e-mail, and other vehicles of communication.
  • Performing in-person, on-site repairs of PC desktop hardware, printers, and other peripherals.
  • Diagnosing and resolve minor network issues.
  • Recognizing and escalate complex issues to Tier 2 support technicians.
  • Where necessary, assisting network technicians in installing network interface cards, hubs, switches, network cabling, etc.
  • Accurately logging work orders/helpdesk tickets and resolutions into helpdesk software management system.
  • Prioritizing work orders/helpdesk tickets according to severity.
  • Using helpdesk log entries to pinpoint trends and trouble spots in order to conduct proactive maintenance or repairs.


Job Requirements

  • Always maintaining a high degree of professionalism, courtesy, and friendliness.
  • College diploma or university degree in computer science
  • 2 years equivalent work experience. CompTIA A+/Network+ or MCP (Microsoft Certified Professional) certification is preferred.
  • Strong understanding of the Microsoft network environment.
  • Good written and oral communication skills and proven analytical problem-solving abilities are an asset.
  • Working technical experience and proficiency with microcomputer hardware and its application is required.
  • The ability to work in a team-oriented, collaborative environment with a strong customer-service orientation is mandatory for this role.

This position will remain open until filled. Interested candidates are encouraged to apply early for consideration.
Internal candidates please apply to this posting and notify recruitment of your interest.