IT Desktop Support Analyst

Job Responsibility:

Eaton's Information Technology division is currently seeking an IT Desktop Support Analyst to join our team. This position is based at our Perth, Ontario facility.

What you'll do:

Position Overview:

The IT Analyst is responsible for providing client infrastructure (PC, Laptop, PC/Laptop Peripheral, Mobile Device, Printers) support with minimal supervision of a supervisor or senior peer. Customers include all of Eaton's internal IT users within a specific geographic Zone. This includes monitoring Incident and Request queues and meeting defined SLAs for Incident and Request resolution.

Making what matters work at Eaton takes the passion of every employee around the world. We create an environment where creativity, invention and discovery become reality, each and every day. It's where bold, bright professionals like you can reach your full potential—and where you can help us reach ours.

In this function you will:

• Deploy, configure and 2nd/3rd level support mobile devices, printers, PC/laptop hardware, PC/laptop operating system and standard productivity software for internal IT users at locations within a geographic Zone.
• Follow standard ITSM processes of Asset Management, Change Management, Incident Management, Request Management, Problem Management and Project Management to serve internal IT users and drive high performance against operational metrics.
• Handle PC Lifecycle Management, including Provisioning, Asset Management and Disposal. May also assist with disposal of other IT assets.
• Participate in application, infrastructure, security and OpEx initiatives and support activities as needed related to site infrastructure that requires physical on-site presence, interaction with site personnel and/or expertise about site-based IT systems.
• Provide “smart hands” and eyes support for other infrastructure located outside of the sites you support on behalf of the Infrastructure SME teams.
• Participate in annual Risk Assessment and Profit Planning activities, including Disaster Recovery Reviews.
• Assist with support of various site-based IT systems that are not supported by Enterprise IT teams. This varies widely from site to site.
• Influence IT budgeting, forecasting, and spending for SIS and Site IT budgets.

Qualifications:

Required Qualifications (Must have):

• High School Diploma or GED from an accredited institution.
• Minimum 2 years of IT Support experience.
• No relocation benefit is being offered for this position. Only candidates within a 95-km radius of Perth, Ontario will be considered.

Preferred Qualifications (Nice to have):

• Associate Degree or Bachelor's Degree in business or technology from an accredited institution
• ITIL, MCSA, or comparable certification.
• 5 plus years of IT experience supporting Windows operating systems and PCs.
• Experience with warehouse IT support.

Position Criteria:

• Other IT Infrastructure (working knowledge) - network, servers, storage, phone systems.
• Miscellaneous Equipment used in manufacturing locations such as bar code scanners, specialized printers, industrial PCs, RF Scanners, etc.
• Customer Service experience.
• Use of ticketing system and meeting Service Level Agreements.
• IT Service Management - Asset Management, Incident Management, Request Management, Problem Management and Change Management.
• Intermediate level phone skills to provide support virtually.
• With minimal supervision of a supervisor or senior peer, participate in Merger and Acquisition activities such as site closure, opening and relocation.
• May be contacted after hours for emergencies.

We are committed to ensuring equal employment opportunities for job applicants and employees. Our recruitment processes use balanced selection criteria and avoid unlawful discrimination against applicants on the basis of their age, colour, disability, marital status, national origin, gender, gender identity, genetic information, race or racial origin, religion, sexual orientation or any other status protected or required by law.