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Deskside Support Analyst
4 weeks ago
Tourmaline is Canada's largest natural gas producer focused on long-term growth through an active exploration, development, production and acquisition program in the Western Canadian Sedimentary Basin.We are currently looking for a Deskside Support Analyst to join our high-performance team of Help Desk professionals who deliver excellent technical support with a high degree of customer satisfaction and timeliness. Duties will include, but are not limited to:Handle daily incident management, service requests, and request fulfillment.Local and remote troubleshooting of end user devices, printers, computers, tablets and telecommunications equipment.Support boardroom and meeting space AV technology, including troubleshooting and deployment.Configure and deploy hardware (laptops, desktops, peripherals, Teams phones, and other devices).Perform installation, upgrades, relocation and decommissioning of user devices.Create and maintain technical documentation and user guides.Assist in writing and/or updating procedures for new functions, policies, processes, and forms.Ensure timely provisioning, patching, and maintenance of Windows and Microsoft Office updates.Manage and automate deployment of software and policies via Microsoft Intune and AD/AzureAD.Maintain accurate hardware and software inventory records.Configure automated workflows and improve efficiency within the IT ticketing system.After hours support based on rotation.Stay current on emerging technologies, assess their business impact, and recommend adoption were beneficial.Suggest and implement process and technology improvements to enhance IT service delivery.Support all levels of the business, including executives.QualificationsProven experience with Microsoft technology stack, including Windows, Microsoft 365, Intune, Active Directory, Exchange Online, Teams Admin Center, SharePoint and Azure.Strong technical and analytical skills, with proficiency in application packaging and deployment as well as hands-on experience in hardware provisioning and AV system support.2+ years of experience providing support to users in a Help Desk environment, preferably in the oil and gas industry.Experience with scripting and automation (PowerShell highly desirable; Python nice to have) to enhance IT service delivery.Knowledge of IT Service Management practices and principles. ITIL certification is preferred.Excellent verbal and written communication skills.Ability to share expertise with team members to develop and improve team performance.Ability to analyze metrics and statistics to identify trends, contribute to avoidance tactics, and provide appropriate support.Able to work in a team environment as well as independently.Ability to balance operational workload with project-based workload and prioritize accordingly.Experience in troubleshooting Audio Visual boardroom equipment.
