Desktop Support (12 month contract)

  • Contract

Company Description

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. Central 1 is a preferred partner for financial, digital banking and payment products and services – fuelling the success of businesses across Canada. With over $18 billion in assets, we leverage our scale, strength and expertise to power progress for more than 300 credit unions and other financial institutions, enhancing the financial well-being of more than 3.4 million customers from coast to coast.


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.
 

For more information, visit www.central1.com.

Job Description

The Desktop/Help Desk 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.

Qualifications

  • 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 and 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. 

SPECIFIC ACCOUNTABILITIES:

 

  • Respond to Help Desk requests, calls and emails. Gather sufficient information to diagnose the problem, provide telephone support or desk side support as appropriate, and resolve moderately complex desktop problems. Refer Level 3 problems to Desktop Support Analyst 2, or to other team as appropriate, and follow up to ensure resolution.
  • Install and support various hardware, software, printers, telephones and other devices such as smartphones/tablets/AV equipement.
  • Sets up and install new computer systems according to established standards and ensure prompt return of old equipment to lessor.
  • Support drive and data encryption applications in several contexts.
  • Setup and manage user domain accounts.
  • Maintain secure configurations on all laptops according to strict standards.
  • Ensure operational continuity and prevent data loss on behalf of users.
  • Communicate effectively with users and colleagues to expedite problem resolution and ensure issues are resolved through adequate follow-up.
  • Provide desk side orientation and training of hardware, software and other devices such as smartphones/tablets.
  • Maintain accurate and complete documentation of calls received and track activities with applicable tracking tools.
  • Produce quality documentation of processes followed and solutions provided.    
  • Create documentation for help desk systems and procedures and recommend changes to improve productivity and efficiency of the help desk process as appropriate.
  • Participate in or undertake project related tasks.
  • Maintain current knowledge of Central 1’s hardware and software, application functionality and the high level architecture of Central 1’s hosting environment.
  • Perform other duties as required to deliver exceptional service and to support Central 1’s business goals.

Additional Information

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.

 

Reporting to:  Team Lead Help Desk
Grade: Contractor

Date Posted: October 16, 2018
Internal Applicant Deadline: October 22, 2018

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.

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

**If you have issues or questions about the application process, please email humanresources @central1.com with description of your problem**