Tri-global Hiring for Desktop Support Analyst at Edmonton, AB Full Time

DESKTOP SUPPORT ANALYST

Location: Edmonton, AB (Hybrid – primarily Remote, with occasional on-site days)

Engagement Type: Contract

Number of Resources required: 1

Rate: Up to $40 per hour

Term: Immediate to December 31, 2022 with extension to 1 year

Hours per day: 8.00

Work hours: 8:15 AM to 4:30 PM (Monday through Friday – Mountain Time, excluding days identified as holidays)

Submit to Tri-global: July 28, 2022 (on or before 12:00 PM Mountain Time)

Closing Date: July 29, 2022 (12:00 PM Mountain Time)

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Tri-global Solutions Group Inc. is seeking a Desktop Support Analyst to join our team at Alberta Pensions Services Corporation (APS) in providing Tier I and II support.

The successful contractor(s) have an immediate start for an initial 5 month contract ending December 31, 2022 with extension to 1 year.

NOTES ON LOCATION: This contract is primarily remote with occasional on-site days (i.e., during initial onboarding/training). Office is located: 5103 Windermere Blvd, Edmonton, Alberta. Client will provide any technology and access required to complete work remotely.

Please review the project overview, scope, and requirements below. If you meet the requirements and are interested in submitting on this role please reply to this job posting.

If you know other consultants who may be interested in this opportunity kindly share this job posting.

Thank you.

Warm regards,

Jesse Smith

Tri-global Solutions Group Inc.
Melton Building – 3rd Floor
300, 10310 Jasper Avenue NW
Edmonton, AB T5J 2W4
Office: 780.421.1944 ext. 106

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PROJECT OVERVIEW

Under the direction of the Manager, IT Operations, this position will be a member of the Service Desk team. This teams primary responsibility for ensuring the reliability, security, and integrity of desktop hardware and software. The position is an important one to the Corporation as numerous business processes are supported through desktop and notebook systems, downtime of any equipment or software for an extended period would have serious impact and repercussions on business operations and productivity. This position provides Tiers I & II support using knowledge and proven experience to handle issues and requests with maximum effectiveness and minimal downtime.

SCOPE / DESCRIPTION OF SERVICES

The incumbent is responsible for maintaining all desktop and notebook images required in the Corporation. The use of an expertly built, standardized, desktop image prevents user experience issues aids in troubleshooting and support, and is a vital tool to build new systems quickly and efficiently, or to repair or redeploy existing ones.
– Tier I & II Front‐line Technical support with other team members on a rotational basis, including after‐hours on‐ call coverage
– Tier I & II Desktop Support, including support of desktops, notebooks, hardware peripherals and software; problem analysis and resolution. Creating, maintaining, and troubleshooting corporate end user devices from purchase to retirement.
– Tier I basic network administration and troubleshooting, including print server administration, simple LAN hardware troubleshooting, creation and troubleshooting Active Directory accounts, security groups, and permissions.

Tier I & II Technical Support
– Provides professional, courteous, and knowledgeable first contact support;
– Uses expertise to either solve problems at first contact, or to accurately capture information and troubleshooting data to ensure second tier analysts can quickly and efficiently solve the problem.

Support of end user environment: Using knowledge of workstation software and hardware, the position installs, configures, maintains, and troubleshoots software and hardware; desktops, laptops, and peripherals. This position also:
– Is responsible for maintaining and troubleshooting the various desktop and notebook images used by the Corporation. Preparation of new hardware devices and software programs for use in the corporate environment. Tests, configures, documents, and rolls out these items as required.

– Assists with basic network administration and troubleshooting, including assignation of permissions, creation of network and e‐mail accounts, and managing the corporate print services.
– Assists with installing, configuring, and troubleshooting workstation components of corporate applications.
– Assists in ensuring procedures and desktop standards are properly documented, and up to date.
– Assists with ensuring that end user assets are properly managed and accurately inventoried.
– Provide backup support Asset Management (maintaining the inventory of installed applications and hardware throughout the Corporation used by APS staff).
– Assists in planning, coordinating and execution of internal moves or related projects and activities of the Service Desk team.
– Ensure safe work practices are being followed.

EXPECTED KNOWLEDGE (5+ years)

• Working knowledge of: Microsoft Operating Systems and Office software, including Microsoft Outlook, Office 365, Microsoft Project, and Microsoft Visio, Microsoft Edge, Google Chrome, Adobe Acrobat Reader and Adobe Creative suite.
• Functioning knowledge of desktop/notebook computer hardware, printers and peripheral equipment in both a standalone and network environment.
• Knowledge of ticketing management systems or a call‐tracking system.
• Working knowledge of basic Windows Server and Active Directory administration, such as print server management, LAN account and e‐mail account creation, and permissions troubleshooting.
• Working knowledge of TCP/IP networking.
• Knowledge of principles, practices and procedures relating to an evolving and complex PC desktop/notebook environment.
• A proven, strong, commitment to client service is a requirement.

QUALIFICATIONS (5+ years as a Desktop Support Analyst)

• Interpersonal skills coupled with the ability to communicate effectively and appropriately with staff possessing varying degrees of systems expertise.
• Strong time management and interpersonal skills.
• Written and oral communication skills.
• Problem solving skills.
• Ability to work effectively in a team environment.
• Ability to deal with clients and staff in a courteous, patent, and friendly manner.
• Ability to implement practical solutions.
• Ability to act independently but follow corporate policies, processes, and procedures.

WHY WORK WITH TRI-GLOBAL?

This role allows you to grow your professional work experience and skills in a dynamic environment. Tri-global is committed to creating a diverse environment and is proud to be an equal opportunity employer.

Job Type: Full-time

Salary: Up to $40.00 per hour

Benefits:

• Work from home

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Windows, Office Suite, Microsoft 365, MS Project/Visio, etc.: 5 years (required)
• computer hardware, printers and peripheral equipment: 5 years (required)
• ticketing management systems or a call‐tracking system.: 5 years (required)
• basic Windows Server and Active Directory administration: 5 years (required)
• knowledge of TCP/IP networking: 5 years (required)
• principles/practices/procedures relating to complex company: 5 years (required)
• proven, strong, commitment to client service: 5 years (required)
• Interpersonal skills coupled with effective communication: 5 years (preferred)
• Ability to work effectively in a team environment: 5 years (preferred)
• Ability to deal with clients/staff courteously and patiently: 5 years (preferred)
• Ability to implement practical solutions: 5 years (preferred)
• strong time management: 5 years (preferred)
• act independently but follow corporate policies, etc.: 5 years (preferred)