Temporary Desktop Support Analyst

Job Responsibility: Overview: The Temporary Desktop Support Analyst provides a single point of contact for escalating issues and provides support on end-user devices to ensure optimal workstation performance. This role is based in Edmonton and reporting to the Chief Technology Officer. The successful candidate will have strong troubleshooting abilities, strong customer service skills and be proactive with the ability to communicate effectively throughout the organization's diverse team. Responsibilities:

• Provide first-line technical support to end users by responding to service requests and incidents via phone, email, and ITSM tools in a courteous and timely manner.
• Troubleshoot and resolve desktop-related issues, including software installations, system errors, hardware malfunctions, and peripheral connectivity problems.
• Deliver onsite and remote deskside support for laptops, desktops, printers, and mobile devices, ensuring minimal user disruption and adherence to SLAs.
• Set up, configure, and support network and local printers, including driver installation, print queue management, and troubleshooting print-related issues.
• Accurately document all technical issues, actions taken, and resolutions within the ticketing system to maintain a complete incident history.
• Support the deployment, configuration, and maintenance of desktop software and operating systems using tools such as Microsoft Intune or SCCM.
• Maintain and manage desktop images, user profiles, and system configurations to ensure consistency and compliance with IT policies.
• Provide support for standard business applications (e.g., Microsoft 365 Suite, Adobe, VPN clients), including user account setup, permissions, and troubleshooting.
• Assist in managing IT asset inventory, including tracking workstations, peripherals, and software licenses.
• Perform routine maintenance and upgrades on user hardware and software to ensure optimal performance and security compliance.
• Assist with onboarding/offboarding procedures, including device preparation, user orientation, and equipment retrieval.
• Coordinate with vendors for hardware repairs, warranty claims, or software support when issues exceed internal capabilities.
• Participate in the support of AV equipment for meetings, presentations, and video conferencing setups.
• Contribute to the development and upkeep of technical documentation, including user guides, support procedures, and troubleshooting manuals.
• Maintain a strong customer service focus and ensure a positive experience for end users through effective communication and timely issue resolution.
• Escalate unresolved or high-impact technical issues to the appropriate tier or team, providing detailed handover notes and diagnostics.
• Participate in rotating on-call coverage for extended support hours or critical business operations, as needed.

Qualifications:

• Post-secondary degree in computing science, electronic engineering technology, or information systems, or a diploma in combination with equivalent experience.
• Working knowledge of network and PC operating systems, including Windows 10 and Server 2016.
• Demonstrated knowledge and understanding of Microsoft Office 365 and Microsoft Windows platform software applications.
• 4+ years of industry experience in Desktop Support.
• Basic knowledge of network services such as DHCP, DNS, TCP/IP, and Active Directory services.
• Certifications such as A+, Network+, Security+, MCP, and MCSE will be an asset.
• HDI Desktop Support Technician (HDI-DST) is an asset.
• Minimum ITIL Foundation v4 Certification; additional ITIL certifications are considered assets.

Skills, Knowledge, and Abilities:

• Excellent knowledge of training theory and practices demonstrated by an ability to develop and deliver technical training and user documentation.
• Excellent knowledge of technology from a hardware perspective to provide implementation, servicing, and maintenance of Information Systems.
• Excellent time management skills with the ability to work well under pressure
• Strong oral and written communication skills and excellent customer service skills.
• Excellent organizational and multitasking skills and keen attention to detail.
• Strong analytical and problem-solving skills.
• Can-do attitude with a team-based attitude.

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