Analyst, Service Desk Support
Analyst, Service Desk Support – (Loveland, Colorado, USA; Calgary, Alerta Canada; Saskatoon, Saskatchewan, Canada; or Northbrook, Illinios, USA)At Nutrien, our Purpose is to grow our world from the ground up and we do so with safety and integrity as our core values. Nothing is more important than sending our people home safe, every day.Nutrien is a leading provider of agricultural products, services, and solutions. With approximately 20,000 employees world-wide, we are the largest producer of potash (by capacity) and one of the world’s largest producers of nitrogen and phosphate. We also operate a leading agriculture retail network that services over 500,000 growers.We harvest the best. Diverse views and experience make us strong. We look for people who have a safety-first mindset, who are collaborative team players, who deliver on their commitments, who are innovators in search of a better way, and who believe in inclusion. Working at Nutrien will provide you an opportunity to help us Feed the Future, and grow your career.Reporting to the Supervisor, IT Service Desk, the successful candidate will work in Loveland, Colorado. This role is a critical part of our first line IT support to Nutrien via phone, email, self-service, and web-chat. They are expected to be business outcome focused and technically competent IT generalists, able to learn and support business functions priorities to properly assess issues and drive end user outcomes effectively. What you will do:Support the latest Microsoft operating systems and Microsoft ProductsSupport the latest mobile devices (e.g., iPads and iPhones)Provide front line support to end users and other IT colleagues via phone, e-mail, chat, and self-service.Log, resolve and/or track progress and resolution of all incidents and service requests reported to IT SupportAsk questions to determine nature of the incident and walk customer through problem-solving processPerform password resets and user account lockout diagnosticsManage critical incidentsEscalate incidents and requests to level 2+ groups as requiredAct as liaison between customers and level 2+ support teams to collaborate on continuous improvementInstall, modify, and repair computer hardware and software via remote access meansRun diagnostic programs to resolve incidentsIsolate Local Area Network (LAN) and Wide Area Network (WAN) technical problemsFollow up with customers to ensure issue has been resolvedUpdate the internal knowledgebase with issue resolution detailsRun reports to determine malfunctions that continue to occurSupport for the above tasks is primarily completed by telephoneWhat you will bring:Bachelor’s degree in Computer Science, Engineering, Business, or another relevant fieldAt least 2 years of IT experience supporting desktop issues within an enterprise environment in a support role in a PC environmentSolid knowledge of computer and network technology to include servers, VPN, and Active DirectoryExperience with enterprise Incident Management solutions, preferably ServiceNowFluent in written and spoken English, along with well-refined presentation skillsDesired certifications: ITIL Foundations and MCDST certifications and Experience using LogMeIn, RDC, SharePoint and Citrix technologies Able to organize and work independently while working in a team environment, keeping everyone informed of activitiesCustomer Service-orientation with a passion for customer satisfaction and commitment to realizing operational excellenceInterpersonal skillsProblem SolvingTime ManagementAre you a good match? Apply today!Nutrien is an equal opportunity employer that is committed to creating an inclusive workplace. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, genetic information, national origin, disability, veteran status, and other legally protected characteristicsThis job will remain posted until filled. In accordance with Nutrien policies, you will be required to undergo a background check and may be required to undergo a substance test. While we appreciate all applications we receive, only candidates under consideration will be contacted.To stay connected to us and for the latest job postings and news, follow us on: LinkedIn, Facebook and Twitter **EOE race/color/sex/sexual orientation/gender identity/disability/veteranApply for this job.