End User Services Specialist

2 weeks ago

Edmonton, Alberta, Canada Atco Ltd. Full time
Always there. Anywhere. That's us A team committed to delivering inspired solutions for a better world.

We care for our communities and each other, and we are committed to showing up for those who need us.

We value and encourage diversity, and we have the courage to do the right thing, even when it is hard.

This is the ATCO way


As an End User Support Specialist, you will play a crucial role in ensuring the satisfaction and productivity of our end users by providing technical assistance, troubleshooting, and problem resolution.

You will report to the Senior Manager of Digital Workspace and collaborate with various departments to deliver efficient support. You will be responsible for providing Technical Support and incident resolution to end-user's requests.

The incumbent should be highly service-oriented and proactive in anticipating and resolving problems, performing root cause analysis by troubleshooting and maximizing efficient use of computing resources.

This may involve the use of diagnostics and help request tracking tools, as well as require that the individual give hands-on help at the desktop level.


What You Get To Do:

  • Ongoing evaluation of ATCO's current state Windows server technology including delivery, management and support technologies against evolving industry technology and best practices.
  • Keeps the network computing systems operating efficiently and ensures that computing standards are implemented and always enforced. Interacts and coordinates with core vendors engineers and partners to troubleshoot and resolve computer and network issues.
  • Escalate complex issues to higherlevel support teams when necessary.
  • Diagnose and resolve hardware, software, and networkrelated issues.
  • Assist with account setup, password resets, and access control.
  • Coordinate and assist with hardware and software installations, upgrades, and maintenance.
  • Maintain an inventory of equipment and software licenses.
  • Ensure that end user devices and systems adhere to security policies and compliance standards.
  • Assist in security awareness training and implement security measures.
  • Maintain and update documentation, user guides, and knowledge base articles to empower end users.
  • Records, tracks, and documents the helpdesk request problemsolving process, and actions taken through the final resolution.
  • Collect user feedback and issues, and report trends to improve the quality of IT services.
  • Generate reports on support activities and performance metrics.

Who You Are:

  • A College diploma in related field is an asset, along with HDI, MCITP, MCTS, MCP, MCTP, MCSA, MCDST
  • 57 years of experience as a end user service specialist.
  • Excellent problemsolving and multitasking skills.
  • Test alternative pathways until you solve the issue.
  • Being curious and getting to the root cause of issues.
  • Effectively collaborating with your teammates, providing them with support and assistance.
  • Time Management: Effective time management skills to prioritize tasks and meet deadlines
  • Attention to Detail: Meticulous attention to detail when managing configuration documentation and data.

What We Offer:

  • A culture based on caring, integrity, agility, collaboration, and striving for excellence.
  • Competitive compensation.
  • Flex benefits.
  • Tuition assistance program.
  • Training and mentorship programs.
  • Charitable donation matching.


At ATCO, we support a diverse and inclusive environment that values the contributions and perspectives of everyone on the ATCO team.

We believe the ATCO team is the foundation of our business and our most valuable asset across our global operations.

Without each team members' unique skills, strengths, and knowledge, we simply wouldn't be able to achieve our fundamental vision of delivering life's essential services to our customers around the world.

ATCO is an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

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