IT Service Desk Analyst I/II

Job Description

The IT Service Desk Analyst I/II position is responsible for providing outsourced Tier I/II support for a variety of companies (clients). Support provided includes user orientation, maintenance of user accounts, support for IT projects, IT maintenance and IT audits. This position consults to determine client needs, identifies possible solutions, implements recommendations, and/or escalates issues for resolution. This role focuses on providing high level customer care and collaborates with other members of the technical team, in the delivery, support and testing of technology solutions and infrastructure.

Areas of Responsibility

• Maintain client accounts and relationships in good standing by providing a high level of customer service and responsiveness as the first point of contact for the Service Desk, providing Tier I/II IT support.
• Directly handle client’s technical incidents, prioritize user requests, or handle requests from colleagues via phone, email or ticketing system, tracking, resolving, or escalating technically complex incidents.
• This includes assessment of problems or issues, analysis, basic troubleshooting of IT incidents and problem resolution or escalation were necessary.
• Handle password resets, coach end users, and provide support for various software and applications.
• Provide technical support for computer equipment, laptops, network printers, tablets, cell phones and other smart devices, conferencing equipment.
• Work with third party vendors as may be needed, including coordinating third party vendor support.
• Manage and track time appropriately and record time spent on issues, provide adequate reporting and submission of work done to ensure clients can be billed accurately and appropriate to support provided.
• Monitor and respond to automated alerts from monitoring systems (backup, disaster recovery, endpoint and gateway security, infrastructure, external services) and complete regular system maintenance checks to ensure the health of our client’s and our internal IT infrastructure.
• Update and maintain our centralized online documentation inventory (reports, contacts, procedures, recommendations and progress reports) that is accessible to colleagues and includes clear instructions.
• Maintain, document and update warranty, license and registration requirements and status for clients and participate in procurement and/or renewal.
• Under direction of the Technical Manager:
• Contribute to the successful and timely completion of assigned projects to design, install, monitor, and upgrade and maintain IT infrastructure hardware, software or services for clients.
• Participate in the technical assessments of existing IT infrastructure, controls and processes to identify and document risks to client data, software and hardware. Discuss client system requirements to identify specifications. Develop or recommend reliable and economic solutions for review with senior staff.
• Maintain knowledge of current technology trends and solutions; establish and achieve personal development goals; share knowledge with peers and collaborate with other team members.
• Participate in on-call rotation for after-hours IT support and perform other related duties or assist with projects as needed.

Qualifications, Knowledge, Skills and Abilities

• 2 – 5 years of experience in information technology support and administration.
• Degree/diploma in computer science or equivalent education.
• Demonstrated willingness to increase knowledge, skills and achieve industry certifications (e.g. MCSA, CompTIA, CCNA, A+, Network+/Security+).
• Experience in an IT position supporting a variety of technical environments considered an asset.
• Experience working in a team environment, effectively prioritizing incidents and responsibilities with minimal supervision.
• Experience with ticketing software an asset, proficient with MS Office, including OneNote.
• Experience with PC diagnostic software.
• Knowledge of operating systems, desktop computer applications, hardware and networking (LAN networking, printers and other network skills).
• Technical knowledge and experience in supporting MS Windows, MS Office.
• Technical knowledge in supporting Oil & Gas industry applications (financial, geological, production and engineering) considered a strong asset.
• Technical knowledge and experience in remote trouble shooting tools and remote-control software.
• Good English communication skills (verbal and written) and ability to retain and process information accurately.
• Good problem-solving skills and ability to effectively know when to escalate and/or to keep coworkers informed of IT incidents that may affect others on the team.
• Good interpersonal skills, customer service focused, personable, and responsive to client incidents.
• Able to interact with tact and in a courteous manner with all levels of positions within a client organization (from front line workers to senior executive).
• Able to maintain a courteous and friendly approach with clients and coworkers during occasional periods of high ticket volume.
• Able to capture details, provide coaching and advice to clients in a clear, understandable manner.
• Able to troubleshoot and isolate hardware problems and to replace defective components.
• Able to work independently and proactively.
• Effective time management skills.
• Ability to occasionally work a flexible schedule for projects or provide after-hours support.

Job Types: Full-time, Permanent

Pay: $30.00 per hour

Benefits:

• Dental care
• Disability insurance
• Extended health care
• Life insurance
• Paid time off

Ability to commute/relocate:

• Calgary, AB: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote in Calgary, AB

Application deadline: 2025-08-06