Analyst, Desktop Operations

4 weeks ago


Edmonton, Canada EPCOR Full time

Highlights of the job

We are hiring a full time, permanent **Analyst, Desktop Operations** position working out of Edmonton, AB.

What you’d be responsible for
- Provide input to the Manager, Service Desk and Desktop Operations plans and directions, and ensure on-going appropriate relationships with other positions
- Collaborate with cross-functional teams to implement automation solutions that enhance desktop services
- Oversight of SCCM and Intune environments for efficient desktop configuration, client health, software/hardware inventory, vulnerability remediation and troubleshooting
- Develop and maintain scripts to automate repetitive tasks, streamline processes, and improve overall efficiency
- Perform area analytics to drive improvements
- Provide technical expertise in resolving complex desktop-related issues
- Gather, refine and document processes for desktop solutioning
- Conduct analysis and implement solutions for desktop performance optimization
- Work within the ServiceNow platform to enhance automation capabilities and streamline workflows
- Collaborate with teams to integrate desktop services seamlessly into ServiceNow for improved service delivery
- Create and maintain documentation for all supported areas
- Implement documentation management processes to ensure accuracy and accessibility
- Coordinate and provide training to desktop support team on new technologies and processes
- Maintenance and coordination of patching across desktop devices

What’s required to be successful
- Diploma or Degree in Computing Science or related field is required
- Minimum of 5 years with progressively responsible experience in a Desktop Support role
- Understanding of ITIL working practices; ITIL v4.0 certification is considered an asset
- Experience in SCCM and Intune administration with a focus on desktop management
- Proficiency in scripting languages such as PowerShell for automation
- Experience with ServiceNow, including configuration, customization, and integration
- Microsoft Azure Foundation and Microsoft 365 Fundamentals are considered assets
- Strong background in a desktop support environment related to troubleshooting methodologies, complex problem solving and customer service
- Demonstrated ability to execute and report on scheduled tasks
- Advanced technology troubleshooting skills and capability to manage major incidents
- Advanced critical thinking and analysis skills, specifically with respect to IT Infrastructure technologies
- Understanding of IT business continuity, security, and other risk assessment and optimization methodologies
- Demonstrated ability to communicate effectively with stakeholders at multiple levels of the organization, within and outside of Information Services, and with varying levels of technical knowledge
- Ability to understand and communicate key concepts
- Excellent documentation and process improvement skills

Other important facts about this job

Jurisdiction: CSU52

Class: IT2

Wage: Starting at $53.05 per hour (_Final Wage and Step will be determined at the time of selection and is_ _based on a combination of factors as outlined in the_ _Collective Agreement_)_._

Hours of work: 75 hours biweekly

**Application deadline: April 30, 2024**

Learn more about Working at EPCOR

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Please note the following information:

- A requirement of working for EPCOR is that you are at least 18 years of age, successfully attained a high school diploma (GED, or equivalent level of secondary education) and legally entitled to work in Canada. (A copy of a valid work permit may be required.)
- If you are considered for the position, clearance on all applicable background checks (which may include criminal, identity, educational, and/or credit) and professional reference checks is required. Some EPCOR positions require an enhanced level of background assessment, which is dictated by law. These positions require advanced criminal record checks that must also be conducted from time to time after commencement of employment.
- A technical/practical assessment may be administered during the selection process and this exercise will be used as a part of the selection criterion.



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