Deskside Support Analyst

Job Title/Titre d'emploiDeskside Support Analyst, FoxWiseVacancy No / Numéro de poste vacantVN9623Company Name/Nom de l'entrepriseFoxwiseWork LocationAny location in OntarioPay Range / RémunérationBase Compensation: $21-$38 Hourly *range is not inclusive of variable compensation (if applicable). Total Cash Compensation: $40950-$74100 Annually (range is inclusive of variable compensation if applicable)Pipeline PostingNoJob Details/Détails du posteAbout FoxWiseFounded in 2000 and headquartered in the nation’s capital, FoxWise is a First Nation firm specializing in the provision of IT solutions and services. FoxWise was established to provide IT services to federal government departments and to First Nations, Inuit and Métis communities. As a First Nation company, FoxWise prides itself on working in a meaningful way with communities and clients.Our CultureFoxWise holds First Nations values and concepts at its core. We respect the unique cultures and histories of Indigenous communities and employ First Nation approaches in all of our work. FoxWise actively seeks to recruit, train and hire an Indigenous workforce. With extensive experience working with Indigenous communities and government, FoxWise is a strong team of First Nations experts.Position OverviewJoin our team as a Deskside Support Analyst supporting a key customer in a fast-paced, enterprise environment. In this client-facing role, you’ll deliver hands-on technical support, troubleshoot issues, and ensure a seamless end-user experience across devices and platforms.This is a contract opportunity (16 months) with on-site presence one day per week at each of two locations within the GTA. There is potential for this role to transition into a full-time, permanent role.We’re looking for a customer-centric, solutions-driven professional who thrives in a collaborative environment and is passionate about delivering high-quality IT support.LocationOakville and Oshawa OntarioKey ResponsibilitiesServing as the first point of contact for users seeking technical assistanceProvide end-user support through multiple contact channels including phone, chat, email, and desksideBuild relationships with users both in person and over the phonePerform initial problem analysis and triage problem to other staff or teams as necessaryMulti-platform (Microsoft Windows, Apple macOS) support for desktop/laptop and mobile devices (Apple iOS and Android) hardware/software, operating systems, applications, networks, and peripherals (printers, MFPs, projectors)Support for endpoint provisioning, deployment, and management using tools such as Windows Autopilot and Microsoft IntuneSupport end-users use of cloud services such as Microsoft 365 (Office, Teams)Support for remote access configurations including Virtual Private Network (VPN)Support for A/V IT equipment, including video conferencing, in technology-enabled meeting roomsOwn the input and follow incidents/requests through to fulfillment and keep the customer updatedPerforming remote troubleshooting through diagnostic techniques and pertinent questionsDetermining the best solution based on the issue and details provided by customersCreate knowledge base articles in support of both internal IT and end usersSupport hardware moves and relocation projects as requiredDaily incident managementDaily request fulfillmentSkills & QualificationsPossess a degree, diploma or certificate in Computer Science, or related discipline or equivalent work experience2-5 years of Deskside Support for enterprise customersCOMPTIA A+ and ITIL Certification an assetKnowledge of incident and problem management tools and processesKnowledge of supporting endpoint solutions within a multi-platform environmentKnowledge of support of mobility devices (iOS and Android) onsite and remote with the vendorFamiliarity with hardware and software lifecycleStrong troubleshooting skillsExcellent written and verbal communication skills, intuitive and empathetic listening skillsAbility to present ideas in a user-friendly languageA sense of urgency to complete tasks and assignmentsAbility to take direction and follow practices and procedures consistently and accuratelyGood time management skills, ability to manage multiple prioritiesAbility to work independently as well as in a team environmentKnowledge of Indigenous communities and culture is considered an assetWhat FoxWise Offers You Exciting, fast-paced challenging work environment A culture where authenticity and diversity are valued Professional development Participation in Women in Technology Network Opportunities to give back to our local communities Collaborative supportive team members Remote work/hybrid work options Work/life flexibility Equity StatementAt FoxWise, we are committed to diversity, equity and inclusion. We actively recruit from all groups, including women, Indigenous people, persons with disabilities and members of visible minorities. We recognize the importance of removing barriers to participation and provide accommodation upon request to all applicants throughout the recruitment process. If you require an accommodation, our People & Culture representatives will work with you to meet your needs in a confidential and respectful manner. We believe everyone deserves a seat at the table-and we are taking deliberate action to make this a reality.