Desktop Support Analyst

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 escalate 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