Systems technical support analyst (Service Desk Analyst NOC 22221)

Job title: Systems technical support analyst (Service Desk Analyst NOC 22221)

Area/Location: North America / Calgary Office

Overview

• Languages: English
• Education: College/CEGEP
• Experience: 3 years to less than 5 years

Responsibilities

Tasks

• Communicate electronically and in person with computer users experiencing difficulties to determine and document problems experienced
• Consult user guides, technical manuals and other documents to research and implement solutions
• Provide advice and training to users in response to identified difficulties
• Collect, organize and maintain a problems and solutions log for use by other technical support analysts
• Participate in the redesign of applications and other software
• Provide business systems, network and Internet support to users in response to identified difficulties
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software
• Provide customer service
• Provide problem-solving services to network users
• Troubleshoot and resolve technical problems

Job Duties

• Monitor and respond quickly and effectively to requests received through the IT service desk
• Manage workstation setup and deployment for new employees using standard hardware, images, and software, and ensure each workstation has a computer, monitor, keyboard, mouse, external hard drive, and any other additional specialized equipment
• Install, configure, and test new workstations, peripheral equipment and software
• Modify configurations, utilities, software settings as required on local workstations
• Assign users and computers to proper groups in Active Directory
• Perform workstation hardware and software upgrades as required
• Coordinate delivery of IT assets to regional offices
• Provide emergency after hours support as required
• Work with regional IT contractors/partners as required
• Infrastructure monitoring & response (SolarWinds monitoring during Europe hours with escalation to network/systems resources after‐hours as needed)
• Managing cell phone/mobility plans and deployment of cell phones in the region
• Base understanding of critical business systems (ERP, CRM, SCNG, etc.) and the ability to provide basic assistance to users on these systems
• Document internal procedures

Experience and specialization

• Computer and technology knowledge
• Android
• MAC
• Device drivers
• Networking software
• Extranet
• Intranet
• Internet
• Desktop applications
• File management software
• Multimedia software
• Word processing software
• Presentation software
• Mail server software
• Communication software
• Image editing software
• Project management software
• MS Office
• MS Windows
• SharePoint
• Spreadsheet
• TCP/IP
• Wireless networks

Additional information

Transportation/travel information:

• Willing to travel

Work conditions and physical capabilities

• Fast-paced environment
• Work under pressure
• Tight deadlines
• Repetitive tasks
• Handling heavy loads
• Manual dexterity
• Attention to detail
• Sitting
• Combination of sitting, standing, walking
• Bending, crouching, kneeling

Weight handling

• Up to 23 kg (50 lbs)

Personal suitability

• Accurate
• Client focus
• Efficient interpersonal skills
• Excellent oral communication
• Excellent written communication
• Initiative
• Judgement
• Organized
• Team player

Benefits

• Health benefits
• Dental plan
• Disability benefits
• Health care plan
• Financial benefits
• Registered Retirement Savings Plan (RRSP)
• Other benefits

Other: 3+ years experience in hardware, software, network troubleshooting, and basic operating systems functionality req’d; Customer service experience req’d; Bachelor’s degree or diploma in Information Technology or equivalent pref’d

How-to-apply instructions

Apply on Indeed or by emailing: [email protected]

Here is what you must include in your application:

• References attesting experience
• Highest level of education and name of institution where it was completed

Job Types: Full-time, Permanent

Salary: $28.85-$30.00 per hour

Benefits:

• Dental care
• Disability insurance
• Extended health care
• RRSP match

Flexible Language Requirement:

• French not required

Schedule:

• Monday to Friday

Education:

• DCS / DEC (required)

Experience:

• Systems technical support analyst: 3 years (required)

Language:

• English (required)

Work Location: Hybrid remote in Calgary, AB

Application deadline: 2023-05-14