Desktop Support Analyst

New Flyer; Crookston (MN); On-site; USD 61,000 - 75,000; Full time

Benefits offered by this job

Comprehensive benefits package

Paid holidays and vacation

On-the-job training

Career advancement opportunities

Inclusive workplace culture

Job summary

New Flyer is seeking a Desktop Support Analyst to join the ITS group in Crookston. You will be the primary contact for end users, ensuring prompt resolution of issues and optimal use of IT resources.

You will support desktop software, hardware, printers, and network access, with occasional travel to the plant in North Dakota. The role includes after-hours on-call support and account management in the Helpdesk system.

Qualifications

• Post-secondary IT education or equivalent.
• 3-5 years of related IT experience preferred.
• CompTIA A+ or ITIL certifications are a plus.
• Excellent problem-solving and customer-focused attitude.
• Strong knowledge of PC/peripheral repairs and troubleshooting.
• Basic networking cabling knowledge.
• Strong organizational skills.

Responsibilities

• Support desktop software, PC/laptop hardware, desktop OS, printers, network access, telephones, mobile devices, remote connectivity, and other IT services.
• Hold primary responsibility for Crookston support with bi-weekly visits to the ND plant.
• Participate in Helpdesk queues and provide after-hours on-call support on a rotation basis.
• Document and track service requests using Helpdesk tools.
• Manage user accounts following standard ITIL processes.

Skills

IT support

Customer service

Hardware troubleshooting

Networking basics

PC maintenance

Problem solving

Organizational skills

Education

Post Secondary IT education

Tools

CompTIA A+

ITIL

Job description

NFI is a leading global bus manufacturer of mass mobility solutions under the brands New Flyer (heavy-duty transit buses), MCI (motor coaches), Alexander Dennis Limited (single and double-deck buses), Plaxton (motor coaches), ARBOC (low-floor cutaway and medium-duty buses), and NFI Parts. NFI currently offers the widest range of sustainable drive systems available, including zero-emission electric (trolley, battery, and fuel cell), natural gas, electric hybrid, and clean diesel. In total, NFI supports its installed base in our buses and coaches around the world. Further information is available at www.nfigroup.com.

POSITION SUMMARY

Desktop Support Analysts should have a general understanding of the electronic resources, software, hardware, and services provided to NFI Group staff by the ITS department. Their primary role is to serve as a professional and consistent point of contact for all NFI Group end users, ensuring that the right resources are utilized for the prompt resolution of technical issues.

WHAT YOU WILL DO

Helpdesk

• Support desktop software, PC/laptop hardware, desktop operating systems, printers, network access, telephones, mobile devices, remote connectivity, and other relevant technology
• Support primary location in Crookston and bi-weekly visits to plant in ND (Kiosks/desktop/scan guns/printers)
• Participate in the NFI Group Helpdesk call center queue for receive support calls as scheduled
• Provide after-hours on call support for the above on a rotational basis
• Document, track, and elevate all service and problem requests via Helpdesk tracking tool
• Manage NFI Group user accounts using the appropriate processes and procedures

Hardware and Software

• Process requests for new software and hardware. Analyze options, obtain quotes and provide recommendations for product selection
• Responsible for executing MAC (Move/Add/Change) requests for computer hardware, software, and telephones
• Maintain Asset Management system with current and up-to-date information on location of all technological equipment
• Maintain Software Asset Management system with current and up-to-date information on purchased software licenses

Requirements

WHAT YOU NEED TO BE SUCCESSFUL

• Post Secondary Education in IT/ 3-5 Year experience in related field
• CompTIA A+, ITIL, or similar certifications are a plus
• Excellent problem-solving skills and customer-focused attitude
• Strong Knowledge of PC/Peripheral Repairs and Troubleshooting
• Basic Networking Cabling
• Strong Organizational Skills

TRAVEL

10% travel required for on-site support at Pembina Location.

Benefits

BENEFITS:

• Comprehensive benefits package with immediate eligibility
• Paid holidays and vacation
• On-the-job training in a continuous learning environment
• Career advancement opportunities within NFI's family of companies
• Employee social committee events throughout the year, including barbecues, holiday festivities, sports tournaments, and more
• Inclusive workplace culture that values and empowers all team members
• This position offers an annual compensation of $68,000 yearly.

New Flyer is an equal opportunity employer. We celebrate diversity, ensure equitable experiences, and are committed to creating an inclusive environment reflective of the communities we operate. Accommodations are available at all stages of the recruitment process, at the candidates' request.