Systems technical support analyst (Service Desk Analyst NOC 22221)

Network Innovations Inc.

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

Area/Location: North America / Calgary Office


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



  • 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


  • 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


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

Flexible Language Requirement:

  • French not required


  • Monday to Friday


  • DCS / DEC (required)


  • Systems technical support analyst: 3 years (required)


  • English (required)

Work Location: Hybrid remote in Calgary, AB

Application deadline: 2023-05-14

Apply Now
To help us track our recruitment effort, please indicate in your cover/motivation letter where ( you saw this job posting.

Leave a Reply