Job Description
ESSENTIAL FUNCTIONS:
Helpdesk
1. Provide Tier 1 support of desktop software, PC/laptop hardware, desktop operating systems, printers, network access, telephones, mobile devices, remote connectivity, and other relevant technology (Basic troubleshooting/triaging)
2. Participate in the NFI Group Helpdesk call center queue for receive support calls as scheduled
3. Triage - Document, track, and escalate all service and problem requests via tracking tool
4. Manage NFI Group user accounts using the appropriate processes and procedures
5. Provide onsite support to various local facilities as required
Hardware and Software
1. Process requests for new software and hardware
2. Responsible for assisting with MAC (Move/Add/Change) requests for hardware
3. Ensure accuracy of Asset Management system with current and up-to-date information on hardware and software
General
1. Maintain an organized and safe working environment (comply with Operational Excellence and 5S)
2. Maintain a professional and respectful work environment
3. Complies with customer service best practices and excellence
4. Perform other duties as assigned
ADDITIONAL RESPONSIBILITIES:
1. Comply with all occupational safety and health rules and regulations approved by the local Country, State and Province, NFI Group management, the safety committee and Union partners
2. Comply with all Environmental Management Systems certification and Occupational Safety and Health certification achieved by NFI Group
Other duties as assigned.
Requirements
Education
· Post Secondary Education in IT or equivalent training and experience
Experience/Knowledge· Excellent Customer Service Skills
· Strong Organizational Skills
· 0-2 Years experience in a related field
Specific Job Skills
· PC/Peripheral Repairs and Troubleshooting
· Strong phone, verbal, and written communication skills
Equipment/Machines Used
· Desktop/Laptop Hardware
· Printers & Copiers
· Mobile Devices
Telephones and Peripherals
TravelEstimated 5 days a year for training or service in another location
Physical Activity/Requirements•Able to Lift and carry approximately 50 pounds
•Ability to traverse stairs to and from the office, shop and warehouse areas
Benefits
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