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Technical Support Analyst
2 months ago
We are a dynamic and growing organization driven to create value every day. Our Guiding Principles are the foundation of our culture:
- We are committed to continuous learning and improvement.
- We care about people and relationships, and we prioritize them in our decision-making.
- We are problem solvers and decision makers who take ownership of our work.
- We are collaborative and work together to achieve our goals.
- We are accountable for our actions and their impact on the organization.
We are seeking a highly skilled IT Support Specialist to join our End User Support team. As a Field Support Technician, you will provide operational support to our corporate, field, and SCADA/ICS environments. This role will expose you to all facets of IT operations and will be responsible for supporting end-user computing devices, meeting room technologies, Microsoft services, servers, networks, IT security, and field communications.
Position Responsibilities- Develop and maintain credible and effective working relationships with business stakeholders, IT teams, and vendors.
- Install, configure, maintain, troubleshoot, and support desktop hardware, software, and critical technology, including field communications.
- Perform on-site and/or remote analysis, diagnosis, and resolution of complex technology problems; recommend and implement corrective solutions.
- Administer and provide support to Microsoft services, including SharePoint, Teams, and InTune.
- Partner with the Infrastructure, Control Center Operations, and vendors to support SCADA/ICS Environment.
- Provide IT training to end-users; ensure successful use of IT equipment.
- Create and/or facilitate documenting business/technical processes and support documentation.
- Follow and promote IT standards, policies, and procedures.
- Support critical services through 24x7 on-call rotation.
- Travel to field sites within SE Saskatchewan and Manitoba, including remote rural field sites and SCADA/ICS environments.
Working conditions outside of normal office requirements:
- Repeated Mobility Requirements including: bending, lifting, crouching/kneeling, climb stairs.
- Lifting Requirements: ability to lift computer equipment up to 50 lbs.
- Driving Requirements: ability to travel on highway and gravel roads to support rural sites.
- Post-secondary degree or diploma in Computer Science or related IT discipline.
- Minimum 5 years of industry experience in IT Systems, support, deployment, and associated functions.
- Proven client computing experience, including desktops, laptops, tablets, multifunction devices.
- Working knowledge of Windows operating system and Microsoft with a focus on SharePoint Online, Teams, and OneDrive.
- Working knowledge of networking concepts, protocols, and services including routing, switching, TCP/IP, MPLS, VLAN, DNS, DHCP, VPN.
- Experience supporting field operations and communications, specifically PLC, SCADA/ICS, radio, and wireless communications.
- Proven experience documenting business requirements, system design, test cases, production changes, along with developing end-user training and reference materials.
- Effective verbal and written communicator; with the ability to communicate with individuals at all levels of technical and non-technical skills.
- Works well under pressure, time constraints with the ability to prioritize competing priorities.
- Demonstrated ability to self-manage, self-motivate with eagerness to learn.
- Thrive working in a high-performing, team-oriented, dynamic, and evolving IT team environment.
- Possess valid drivers' license and a clean drivers' abstract.
