What We Do

　　RL Canning Inc. is a global information technology consulting and managed services provider. We deliver innovative IT services that offer our customers the flexibility to meet unique business needs and the opportunity to transform and perform through services. Our people, and their capabilities, make a difference and share a passion for excellence and commitment to the customer experience.

　　Our Mission

　　Make a difference to our customers with our people, a dedicated team that shares a passion for excellence and commitment to our mission and values.

　　About the Role

　　The Senior Desktop Support Analyst will be part of a team responsible for providing on-site support for workplace devices, software, and processes for end-users working globally. Takes full responsibility for the timely completion of IT problem resolution with a wide variety of clients, including senior-level associates.

　　Responsibilities

　　Provides in-person high-touch support to executives and various customer personas, which allows end-users to receive dedicated support for any IT issue that may occur and promises ultimate ownership and resolution.

　　Provides troubleshooting for Windows 10, Apple OS, O365, and Laptop/Desktop hardware issues.

　　Assists with writing procedures, documenting activities, and troubleshooting problems.

　　Interfaces with customers to troubleshoot problems, gather information, provide guidance, and coordinate activities.

　　Balances multiple priorities and can adjust to changing work demands and shifting focus.

　　Assist and Coordinate routing of escalations and outages. Participating in resolution.

　　Conference room troubleshooting including Smart Hands along with setup & support for meetings.

　　Maintains the work area and equipment in a clean and orderly condition and follows prescribed safety regulations.

　　The employee must frequently lift and/or move items up to 50 pounds.

　　This position requires standing, walking, bending, kneeling & crouching.

　　Other duties as assigned.

　　Required Qualifications

　　3+ years providing “hands-on” infrastructure support, including network, servers, desktops, and related peripherals.

　　Must be able to work 100% onsite Monday to Friday from 7:30 a.m. to 4:30 p.m.

　　Experience supporting and collaborating with VPs, C-level Executives, or other enterprise end-users in previous roles.

　　Break/fix laptop/desktop hardware repair experience.

　　Must have strong experience with Windows 10, and MAC OS desktop environments, including troubleshooting and configuration.

　　Strong understanding of mobile devices mobile device application functionality as it pertains to the following smartphone operating systems: iPhone, and Android OS.

　　Must have excellent customer service and interpersonal skills; must have excellent communication skills, both verbal and written.

　　Strong understanding of timelines, milestones, and deliverable due dates.

　　Strong documentation and process skills are required.

　　Must have worked with the ServiceNow Ticketing system.

　　MAC certifications are preferred. (ACSP Certification)

　　Travel if required.

　　Who We Are

　　For over 20 years, we’ve worked with customers from Fortune 1000 companies to Government organizations. What we have learned through this experience is that our customers appreciate our innovative solutions, adaptable services model, and our collaborative approach. We offer a wide range of services and have a broad base of capabilities including, but not limited to the following:

　　Digital Transformation

　　IT Service Desk/End User Support

　　Configuration Management

　　IT Asset Lifecycle Management

　　Site Support Services

　　Project Management

　　Why Join Us?

　　We offer a positive and supportive working environment, and full benefits including Medical, Dental, Vision, 401K, Life Insurance, short-term disability, and long-term disability, along with six paid holidays, paid time off, and more.

　　** RL Canning is an Equal Opportunity Employer. All applicants will be afforded equal opportunity without discrimination because of race, color, religion, sex, marital status, national origin or ancestry, age, physical or mental handicap unrelated to ability, or an unfavorable discharge from military service.