Technical Support Analyst

3 days ago

Calgary, Canada Clarion Hotel & Convention Center Full time
Company: Precision Drilling Corporation

Location: Nisku, AB

Onsite

Precision Drilling has an onsite opening for a Technical Support Analyst, Intermediate, eager for fresh challenges and development that could pave the way for future career growth as our business continues to innovate and grow.

Joining Precision Drilling means joining a supportive culture that values your role as a key contributor to our future. As a large company with a close-knit atmosphere, you’ll collaborate closely with leadership and colleagues throughout the organization.

Combined with a competitive remuneration package, you will enjoy the advantages of:

  • Medical, dental, prescription drug, life insurance, Pension match, long-term disability coverage, and product discount programs.
  • A casual work environment where you can expect to enjoy a work-life balance that promotes personal health, well-being, and family life
  • Personal development to grow your career with us based on your strengths and interests.
  • Precision offers competitive time off packages as applicable.

Summary

The Intermediate Service Desk Analyst is responsible for providing strong technical support to ensure an efficient IT environment for users. This role involves managing and resolving complex support requests, troubleshooting various issues, and maintaining and improving IT systems. The Intermediate Service Desk Analyst ensures operational efficiency and high customer satisfaction. The Intermediate Service Desk Analyst role is critical for providing continuous support for complex IT issues. This includes participation in the on-call rotation to ensure comprehensive coverage beyond standard business hours. The role encompasses a holistic approach to IT support, covering communication, hardware/software management, ticketing, troubleshooting, and process improvement to maintain a reliable and efficient IT environment.

Responsibilities

  • Manage and resolve support requests, technical issues, and incidents effectively
  • Possess a strong understanding of IT systems, infrastructure, and troubleshooting
  • Capture, process, and resolve desktop application and hardware issues with attention to detail
  • Prioritize and analyze user issues to assess urgency accurately
  • Prepare hardware for recycling following data protection policies
  • Track and maintain accurate inventory and asset records
  • Escalate tickets as needed, providing guidance to ensure timely resolution
  • Organize and prioritize daily tasks and projects effectively
  • Document all work performed within the ticketing system
  • Ensure customer satisfaction through professional communication and problem-solving
  • Provide status updates to management and end-users per SLAs
  • Support customers on various applications and manage accounts and permissions effectively

Knowledge & Skills

Solid understanding of IT systems, hardware, and software

Proficient in Windows and macOS configuration and management

Competent in Microsoft Office Suite and productivity tools

Knowledgeable in networking concepts like VPNs, Wi-Fi, and IP addressing

Skilled with remote desktop tools and software deployment platforms

Familiar with call tracking and ticketing systems for user request management

Strong communication skills to convey technical information clearly to non-technical users

Excellent customer service orientation, maintaining professionalism under pressure

Analytical problem-solving skills and ability to escalate complex issues when needed

Strong organizational skills, including task prioritization and accurate documentation

Adaptable to new technologies and eager to learn additional skills

Physically capable of lifting equipment up to 30 lbs. and traveling to sites when required

Education

Post-secondary education in an IT-related discipline

Experience

2-4 years experience within an IT support desk working in a team-oriented, collaborative environment

A+, HDI Desktop Support Technician and Laptop/Desktop certification is desirable

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