Analyst, End User Computing
Job Summary
The end user computing analyst is responsible for the continued availability and reliability of all IT services activities to users operating in a 24/7 support environment.
Key Accountabilities
- Respond to customer requests for the installation, configuration, testing and maintenance of hardware and software components in accordance with established standards and guidelines;
- Provide quality and timely support to users with system upgrades, installation of workstations and other related tools, software and desktop hardware components;
- Maintain all workstations, mobile devices and images according to established standards;
- Deal with incidents assigned to him and conduct an analysis of the root causes of equipment problems;
- Perform effective diagnostics and solve the user's hardware and software problems;
- Provide technical expertise for the resolution of moderately complex and periodically urgent incidents or problems to users so that they continue to receive critical IT services;
- Escalate complex issues to appropriate teams for quick resolution;
- Contribute to projects by supporting the user with activities such as deployments, updates, upgrades and other related IT support activities;
- Provide training to new recruits and junior staff, as appropriate;
- Maintain inventories of hardware and software components through standard asset management systems and procedures;
- Manage passwords, data integrity and file system security for the desktop environment in accordance with security policies and standards established by infrastructure and cybersecurity teams;
- Manage preventative maintenance activities such as checking peripherals, printers, desktops and laptops;
- Provide ongoing support services to ensure the operation, performance and maintenance of computer technologies specific to the user;
- Perform other duties or projects as assigned.
Job Requirements
- College degree, ideally in computer science;
- A minimum of three (3) to five (5) years of experience in a similar role;
- Expertise in Microsoft products, Active Directory, SCCM, Intune, LogMeIn and patch and software deployment;
- Knowledge of the architecture, security and technology of personal computers (PCs), peripherals and networks, Windows and macOS and their evolutions;
- Knowledge of Service Now;
- A strong focus with customer satisfaction and an excellent sense of customer service;
- Well-developed analytical and problem-solving skills;
- Creadiness and availability to actively involve and manage situations involving unforeseen outages and impact on users;
- Technical skills, especially with Windows 7 and Windows 10 operating systems is an asset;
- Microsoft training on Windows 10 is a major asset;
- Good stress and pressure management.