Deskside Support Analyst
Deskside Support Analyst
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Job Description
Job Title: Deskside Support Analyst
Location: Calgary AB
Contract
Mandatory skills:
- Perform inventory stock counts
- Ensure good house-keeping in the stockrooms
- Receive and record assets in System for tracking.
- Perform basic staging tasks such as assembling computer components imaging/copy hard drives asset tagging repackaging equipment.
Position Overview:
We are seeking a proactive and technically skilled Deskside Support Analyst to provide comprehensive IT support to our users and ensure the reliability of our end-user computing and data center environments. You will play a critical role in supporting hardware software and network resources for employees across the organization including VIP and executive users. Additionally you will deliver essential hands and feet support for data center operations acting as an extension of the IT team in ensuring business continuity and security.
Key Responsibilities:
Deskside Support & Troubleshooting
- Provide high-quality in-person IT support for desktops laptops monitors peripherals and mobile devices (Windows and Mac OS environments).
- Troubleshoot hardware and software issues including operating system problems network connectivity and application performance.
- Assist users with software installations configurations and upgrades.
- Perform break-fix support and proactive maintenance to minimize downtime and disruptions.
VIP & Executive-Level Support
- Deliver exceptional support to VIPs C-level executives and other high-profile users with a focus on white-glove service and discretion.
- Understand the criticality of executive support and ensure swift efficient resolution of any issues.
- Anticipate VIP needs and provide proactive solutions to enhance their technology experience.
Data Center Hands and Feet Support
- Perform physical tasks in the data center including racking cabling hardware swaps and equipment relocations.
- Assist remote engineering teams by acting as their hands and feet for diagnostics maintenance and troubleshooting.
- Maintain accurate records of data center assets and ensure proper cable management and labeling.
Asset Management:
- Perform inventory stock counts
- Ensure good house-keeping in the stockrooms
- Receive and record assets in System for tracking.
- Perform basic staging tasks such as assembling computer components imaging/copy hard drives asset tagging and repacking equipment.
Meeting Room Support & Troubleshooting
- Provide day-to-day operational support for meeting room technologies including video conferencing systems audio-visual equipment and control panels.
- Troubleshoot and resolve technical issues across Crestron Lenovo Cisco Polycom and other OEM platforms ensuring minimal disruption to meetings and events.
- Serve as the first point of contact for escalated meeting room issues providing excellent customer service to VIP and general users.
Key Qualifications & Experience:
- 2 4 years of experience in deskside support or field IT roles supporting diverse user bases.
- Strong troubleshooting expertise in Windows (10/11) and Mac OS environments.
- Solid understanding of hardware maintenance and troubleshooting including laptops desktops monitors and peripherals.
- Experience supporting VPN remote access and connectivity-related issues.
- Hands-on experience with data center environments including server racking cabling and physical troubleshooting.
- Familiarity with ITSM systems such as ServiceNow including incident and request management.
- Excellent interpersonal and communication skills with the ability to explain technical issues clearly and concisely.
- Professionalism and discretion in supporting VIP users and handling sensitive issues.
- Ability to work independently and manage time effectively in a fast-paced environment.
- Valid drivers license and willingness to travel between sites as required.
- Certifications such as CompTIA A ITIL Foundation ACSP (Apple Certified Support Professional) or Microsoft certifications (MCSA/MCTS) are a plus.
Employment Type
Full-time
