When you’re passionate about what you do and where you work, the rest comes easy. That’s the culture at Central 1 Credit Union, and that’s precisely what we’re looking for from you. Supporting nearly 150 member credit unions across British Columbia and Ontario, we’re the backbone of the credit union system in both provinces – taking care of everything from online services and product development, to payment processing, trade association services and more.

Our team of over 600 employees represent some of the most innovative, passionate individuals you’ll ever meet; people who honestly care about the organization, its members and each other. In other words, people who love what they do.

The Desktop Support Analyst provides support to PC users at a basic to moderately complex technical level; installs, supports and provides training on various hardware, software, printers and other devices such as smartphones/tablets. He or she also manages user accounts, providing or removing access to services.

You'll be primarily accountable for:

• Responding to Help Desk requests, calls and emails. Gathering sufficient information to diagnose the problem, providing telephone support or desk side support as appropriate, and resolving moderately complex desktop problems. Referring Level 3 problems to Desktop Support Analyst 2, or to Systems or Infrastructure staff as appropriate, and follow up to ensure resolution.


• Installing and supporting various hardware, software, printers, telephones and other
  devices such as smartphones/tablets.


• Setting up and installing new computer systems according to established standards and ensuring prompt return of old equipment to lessor.


• Supporting drive and data encryption applications in several contexts.


• Setting up and managing user domain accounts.


• Maintaining secure configurations on all laptops according to strict standards.


• Ensuring operational continuity and preventing data loss on behalf of users.


• Communicating effectively with users and colleagues to expedite problem resolution and ensuring issues are resolved through adequate follow-up.


• Providing desk side orientation and training of hardware, software and other devices such as smartphones/tablets.


• Maintaining accurate and complete documentation of calls received and tracking activities with applicable tracking tools.


• Producing quality documentation of processes followed and solutions provided.


• Creating documentation for help desk systems and procedures and recommending changes to improve productivity and efficiency of the help desk process as
  appropriate.


• Participating in or undertaking project related tasks.
  

As the ideal candidate you have:

• Sound knowledge of the principles, methodologies, tools and techniques utilized in providing technical desktop support.


• Good knowledge of hardware components, operating systems, and applications, and
  the ability to gather information, diagnose and analyze a variety of moderately complex technical issues and provide information and/or solutions as required.


• The ability to produce quality documentation of processes and solutions.


• Well-developed analytical, problem solving, organizational & time management skills.


• The ability to communicate effectively both orally and in writing with clients, technical teams and other co-workers, work to schedules and adapt easily to changing priorities and business needs.


• Strong customer service and interpersonal skills.


• The ability to work on multiple projects in a team environment.

As much as we believe in working hard, we also believe in personal growth and taking time for ourselves. Accordingly, our total rewards philosophy amounts to one of the best compensation and benefits packages in the industry – from performance-based incentives and extended benefits, to training and education reimbursements and ample vacation time.

Central 1 is committed to diversity and inclusion. If you have a request for a disability-related accommodation, we will work with you to meet your needs.

Reporting to: Team Lead, Help Desk
Grade: Student

Date Posted: May 26, 2017

Internal applicants must apply by June 2 2017

*Unsolicited resumes from vendors will not be accepted for this or any position at Central 1*