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Desktop Support Analyst

Desktop Support Analyst

Information Technology Jobs

Maximus Canada

  • Maximus Canada is an industry leader in the provisioning of products and services to support the delivery of government services in North America and internationally. With operations across Canada and around the globe, Maximus provides innovative, practical and meaningful solutions to help government programs and services function more effectively and efficiently.

    We are constantly assessing new technology, processes and methods of delivering services to the citizens of Canada. With our expertise in program information management, claims processing, contact centre services, document processing and information technology, we are positioned for significant growth.

    Maximus Canada offers competitive market-based salaries, comprehensive employer-paid benefits and a defined-benefit pension plan or a Group RSP with employer-matching contributions, for eligible employees. Our people also get some great perks too, such as employee appreciation events throughout the year, along with a supportive results-oriented work environment.

    Join us here in beautiful Victoria, British Columbia to experience the best of the West Coast lifestyle. You will work in an environment that will challenge you and reward your achievements. Your downtime can be spent exploring all the West Coast has to offer – scenic beauty, culinary experiences, cultural events and outdoor activities. We have it all! Located in the heart of downtown, our location offers easy access to every amenity.

    Maximus Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

    Core Values
    At Maximus Canada, we believe that our culture strengthens our commitment to Helping Government Serve the People. We foster a culture that respects and values individual contributions and differences. At Maximus Canada we believe in the following four core values:

    Customer Focus
    Our customers' business needs inform everything we do. We start by developing relationships built on trust and respect. We listen, and incorporate their diverse experience into our services and solutions, and we show our understanding with clear communication.

    Disciplined Approach
    With decades of experience delivering government programs, we balance tried and tested processes with a desire for continuous improvement. We take the time to plan and benchmark our performance – it's the path to success.

    Results and Delivery

    Great results depend on setting high, measurable standards of excellence and achieving the numbers. We challenge each other and hold one another accountable to our commitments.

    A Great Place to Work
    Maximus Canada promotes a challenging work environment, empowering our employees to get the job done. If you want to work in an environment that recognizes and rewards accomplishments while caring about each other and the communities we serve, this could be the place for you.

  •  
    Victoria, BC
  •  
    22 Jan 2021
  •  
    23 Mar 2021
  • Application Information

    We will be accepting applications until 9:00 pm (PST) on March 23rd, 2021


    Please note that while all applications are appreciated, only those candidates selected for interview will be contacted.

    Please send your resume in confidence Quoting: Desktop Support Analyst by applying online to:

    https://workforcenow.adp.com/jobs/apply/posting.html?client=MAXIMUSCan&ccId=19000101_000001&type=MP&lang=en_CA


    Cliff Tang, Recruiter
    Maximus Canada
    604-727-3141 (phone)
    www.maximuscanada.ca

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Desktop Support Analyst

Reports to: Director of Infrastructure Support, MAXIMUS Canada

Worker Category: Regular, Full-time

Location: 716 Yates Street



Department Overview

On behalf of Maximus Canada and in support of our client business departments, the Technology Services Department provides services that supports them in delivering better outcomes for their clients. With over 125 staff, the IT Services Department provides the following services: Customer Service (Contact Centre, PharmaCare Help Desk, Service Desk, Info Support, and Prosthetics and Orthotics)
• IT Infrastructure Service Delivery
• Pharmaceutical Services Segment Development Support
• Medical Services Segment Development Support
• IT Development Support
• Access, Audit & Investigations Services
• Shared Application Management Services



Role Summary
The Desktop Support Analyst will be responsible for supporting computer users and will be the primary support resource for end user help desk calls and will open, monitor and close desktop support and request tickets. The desktop support analyst will respond to and resolve end user questions and issues via telephone, remote support, email, and in person (desk side) and will troubleshoot software and hardware issues on Windows and Virtual Desktops. The desktop support analyst will troubleshoot software and hardware issues on Mobile devices and will also configure and troubleshoot email clients, and will help administer Active Directory, Exchange, Domain Name System (DNS), and Windows Servers. In addition, the desktop analyst will install as required computer software updates, will update technical and process documentation libraries, will update the asset management system, and will be required to move desktop computers as required.

Key Responsibilities
• Receive help desk call; open, monitor and close support and request tickets
• Respond to and resolve end user questions and issues via telephone, remote support, email, and in person (desk side)
• Troubleshoot software and hardware issues on Windows desktops and Virtual Desktops
• Troubleshoot software and hardware issues on mobile devices
• Configuration and troubleshooting of e-mail clients (Outlook)
• Administration of Active Directory, Exchange, DNS and Windows Servers
• Installation and moving of desktop computers, Wyse devices and printers
• Configure and test desktop computer and Wyse device configurations and software products
• Update technical and process documentation libraries
• Update the asset management system

Other Work Items:
• Training - work to develop training for desktop devices and processes and deliver to small teams of users.
• Planning - work to plan installs, moves, and upgrades of desktop infrastructure and desktop applications as required in support of the user community
• Quality Improvement - provide forward looking problem management aimed at reducing incidents, and optimizing the time to resolve issues
• Documentation - ensuring current documentation is updated as required and creating additional documentation to cover new scenarios and new products. Provide documentation for Level 1 help desk to maximize Level 1 first call incident resolution. Provide documentation for Level 2 support team to use in incident and problem resolution


Education and Experience
• Preference for a Technical Diploma or Technical Certification from an accredited technical college or university, with major coursework in computer systems support and windows software

Knowledge, Skills and Abilities
• Formal training or certifications in Microsoft Software
• Previous helpdesk experience
• Knowledge of desktop/laptop hardware
• Knowledge of Microsoft software including Windows 10, Microsoft Office 365, and Microsoft Endpoint Manager, Microsoft Teams, Teamviewer.
• Excellent peer and customer facing skills
• Strong written and verbal communications skills
• Strong analytic and problem solving ability
• Strong attention to detail with good documentation skills
• Ability to work individually and as a team player; must be self-motivated
• Ability to multi-task and to learn quickly

Nice to Have Skills:
• Previous end user training experience is a plus
• Basic programing skills knowledge PowerShell scripting.
• Knowledge of ITIL and process improvement and quality improvement processes is a plus
• Exposure to VMWare View Virtual Desktops, and Wyse devices

Core Competencies

Results and Delivery
• Defines appropriate goals
• Works toward achieving goals
• Articulates vision and steps for achievement

Technical
• Maintains current understanding of technical processes and equipment
• Uses technology to increase performance and productivity

Customer Focus
• Understands the balance between our capabilities, the customer’s expectations, and the parameters in which we operate
• Uses open, honest communication to develop relationships built on trust and mutual respect
• Seeks to incorporate the experience of our diverse customers
• Builds relationships through personal credibility, as opposed to formal authority

Disciplined Approach
• Takes the time to properly plan
• Data-driven and detail-focused
• Seeks out opportunities for continuous improvement

Ethics

• Honest
• Accountable
• Maintains confidentiality

Additional Info

Job Type : Full-Time

Location : Victoria, BC

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