USA - Desktop Support Analyst
HTS Engineering Ltd.
Skills
About the Role
Epsilon is a leader in the Off-Site Construction (OSC) industry, delivering mechanical/electrical-centric systems in a modular, prefabricated form, optimized for a streamlined on-site completion by us or others.
Job Summary:
Provide first and second level support to employees. Assist office staff as well as remote staff, with efficient and effective use of desktop applications. Participate and lead various technology projects with opportunities to plan, design and implement technology solutions.
Job Duties & Responsibilities:
- Responsible for the overall administration of the desktop and network environments in their specific location.
- Learn and understand the basics of the company ERP system.
- Work with follow team members and senior members to overcome technical challenges and document the solutions.
- Provide outstanding customer support and keep a pulse on the customer experience journey.
- Keep a calm and calculated approach to critical situations where a quick response and resolution is important.
- Keep the office clean and organized; free from obsolete IT hardware in the office.
- Troubleshooting and managing incidents and problems as they arise. Ensuring service level and operational level agreements are met and maintained.
- Responsible for on-call rotations.
- Installation of software and hardware as required.
- Diagnose, troubleshoot, and resolve complex hardware and software issues.
- Maintenance of current desktop environment including but not limited to telephones, PCs, monitors, printers/copiers, peripheral devices, and mobile units.
- Maintenance of the basic internal network (server room, network stack, cablings, ports, hardware). Executing changes as required.
- Responsible for the use of the ticketing system to record all problems, incidents, and changes. Ensuring detailed troubleshooting and accurate resolution notes for each ticket.
- Identify and escalate critical issues to the appropriate groups.
- Create and maintain Knowledge Base content relating to IT support.
- Review and maintain documentations and asset system data to ensure consistency and accuracy of data.
- Provide basic end-user training on log in, software, hardware, and internal security.
- Adherence to corporate policies, signed agreements with service/product providers, and other related operational guidelines.
- Perform other related duties as assigned.
- Work in a positive and energized team environment.
- Participate in projects that will aid and assist the yearly technology corporate vision.
Job Qualifications:
- IT related degree/diploma or equivalent in related field preferred
- Minimum of 3 years support experience for hardware and software applications
- Minimum of 3 years customer support experience
- Strong knowledge of all Windows based operating systems
- Strong knowledge of PC based computer hardware
- Strong knowledge of Office 365 suite
- Basic networking knowledge
- Friendly personality, respectful of co-workers and able to work with individuals as part of a team
- Able to multitask and work efficiently in a demanding environment
- Motivated self-starter with high level of initiative and able to work independently
- Problem solving, organizational and time management skills
- Able to attend work regularly
- Able to meet the physical and sensory demands of the position
- Able to travel domestically and internationally
Core Competencies:
- Communication
- Teamwork
- Attention to Detail
- Critical thinking/problem solving
Contacts:
Internal employees and managers, consultants, service providers.
Effort (Physical & Sensory):
- Perform work sitting and using computers for most of the day
- Job requires full joint mobility in hands & wrists
Working Conditions:
• Normal office environment
Epsilon is an equal opportunity employer. We are committed to a workplace of diversity and inclusion. Epsilon encourages applications from all candidates that represent the full range of communities across USA. All qualified applicants will be considered for employment without discrimination on the basis of race, colour, age, religion, sexual orientation, gender identity, disability, national or ethnic origin or any other factors prohibited by law. Accommodations are available upon request, for all aspects of the recruiting process and thereafter.