Desktop Support Analyst

Desktop Support Analyst
Anniston

Full-Time and Onsite

New Flyer is North America's heavy-duty transit bus leader, providing sustainable mobility solutions through transit buses, technology, and infrastructure. New Flyer is a subsidiary of NFI Group, a leader in propulsion agnostic bus and coach mobility solutions. Building on its 90+ year legacy of innovation, New Flyer is the only manufacturer offering all three types of zero-emission transit buses, with over 1,900 zero-emission buses delivered to date. New Flyer actively supports over 35,000 heavy-duty transit buses currently operated by approximately 500 agencies.

POSITION SUMMARY: Desktop Support Analysts are expected to have a general knowledge of electronic resources, software, hardware, and services available to NFI Group staff via the ITS department. The Desktop Support Analyst will provide consistent and professional point of contact for all NFI Group end users, and ensure appropriate resources are enlisted for timely resolution of technical issues.

WHAT YOU WILL DO:

• Provide technical support for desktop applications, PC/laptop hardware, operating systems, printers, network connectivity, telephony, mobile devices, and remote access tools

• Handle inbound support requests through a centralized helpdesk call queue

• Deliver after-hours on-call support on a rotational schedule
• Log, track, document, and escalate incidents and service requests using an IT ticketing system
• Administer and maintain user accounts following established access management procedures
• Process requests for new hardware and software; evaluate options, obtain vendor quotes, and recommend solutions
• Execute MAC (Move/Add/Change) activities for workstations, software, and telephony systems
• Maintain accurate records in the IT Asset Management system for all hardware inventory and locations
• Manage Software Asset Management, ensuring license compliance and up-to-date records
• Develop and maintain technical documentation and support procedures
• Maintain an organized, safe workspace aligned with 5S and operational excellence standards
• Foster a professional, respectful, and collaborative work environment
• Support additional IT and operational tasks as assigned

WHAT YOU NEED TO BE SUCCESSFUL:

• Post-secondary education in Information Technology or a related field
• Industry certifications such as CompTIA A+ (or equivalent)
• 3-5 years of experience in a related IT support or helpdesk environment
• Strong customer service orientation with the ability to support users of varying technical skill levels
• Excellent organizational and time-management skills, with the ability to prioritize multiple requests
• Ability to lift to 50 lbs.
• Ability to traverse stairs to and from the office, shop and warehouse areas
• Estimated 5 days a year for training or service in another location

WHY JOIN US:

• Be a part of a team leading the world's electrification of mass mobility.
• Competitive Wages and comprehensive benefit package with Immediate benefit eligibility
• Paid holidays and vacation
• 401K with generous company match
• Passionate about creating a better product, a better workplace, and a better world
• Inclusive workplace culture that values and empowers team members.
• On-the-job training in a continuous learning environment (we invested $15.9 million in 2024)
• Advancement opportunities within our family of companies

OUR WHY: We exist to move people. Our mission is to design, deliver, and support market-leading bus and motorcoach solutions that are safe, accessible, efficient, and reliable. Our values-safety, quality, integrity, accountability, teamwork, and sustainability-are at the core of everything we do. NFI Group | We Move People - YouTube

Leveraging 450 years of combined experience, NFI offers a wide range of propulsion agnostic bus and coach platforms, including market leading electric models. Through its low- and zero-emission buses and coaches, infrastructure, and technology, NFI meets today's urban demands for scalable smart mobility solutions. Together, NFI is enabling more livable cities through connected, clean, and sustainable transportation. News and information is available at www.nfigroup.com, www.newflyer.com, www.mcicoach.com, nfi.parts, www.alexander-dennis.com, arbocsv.com, andcarfaircomposites.com.

New Flyer is committed to administering all employment matters in accordance with the value we place on fostering an inclusive and welcoming workplace that values the contributions of all team members. We ensure that all employment decisions are based upon merit and comply with applicable employment legislation and requirements. Accommodations are available at all stages of the recruitment process, at the candidates' request.