Role Description
Reporting to Project Manager and Project Coordinator, the Deskside Support Lead Analyst, will be responsible for assisting end-users with migrating their laptop, desktop and/or tablet from Windows 10 to Windows 11.
You'll perform all project defined migration steps and conduct post migration testing to ensure end-user device is fully operational.
This will include validating peripherals (printers, docking stations, USB devices) are functioning as required.
Work will require travel to multiple locations within the Province of Ontario.
Responsibilities:

• Deliver a friendly and high-quality Deskside Service experience to all customer end users
• Communicate with end users in-person, via phone, email, or live chat as required
• Provide advanced troubleshooting for all migration technical inquiries, and issues involving computers, peripherals, smartphones/tablets, and certified applications
• Providing support and advice to Jr. technicians, both in response to identified difficulties and to share tips for optimal migration success
• Setting up and deploying supported IT equipment as required by the project
• Contribute to team innovation through ideas for process improvement and efficiency to help streamline the migration initiative
• Assist or lead in routine hardware/software deployments as required for the migration
• Develop, implement, and/or participate (in the creation/maintenance of) knowledge base articles and/or documentation for Service Desk use; make recommendations for improvements
• Follow defined procedures to document all problems and solutions in the approved platform
• Participate in other initiatives as requested by your supervisor
• Build strong relationships with end users
• Maintain a positive and collaborative attitude with all coworkers and customers
• Be available to work evenings, weekends, as travel to offices across the Province of Ontario will be required. Multiple overnight stays is to be expected.

What you need to succeed

• Exceptional customer service and interpersonal skills
• 5+ years of Service Desk or other End User Support operations experience involving Deskside support
• Experience using technology platforms such as ITIL based ITSM (ServiceNow Preferred), Device Management, Screen Sharing and other technologies used to deliver end user support
• Ability to clearly communicate in verbal and written formats
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a fast-paced environment
• Experience working in a team-oriented, collaborative environment
• Ability to get up to speed with the organization quickly
• Ability to remain calm in a fast-paced work environment
• Diligence to adhere with pre-defined migration schedule
• Ability to obtain and maintain client security clearance
• Ability to work outside regular business hours as required
• Lift up to 20 lbs, unassisted as required.