IT Operations Analyst

Provide technical support to internal customers for infrastructure and applications critical to daily operations, including the maintenance, support, and optimization of production systems, end-user hardware and peripherals, software, communication systems, network security, and business applications. RESPONSIBILITIES: Primary responsibilities include, but are not limited to: Provides technical support to customers with minimal oversight. Performs first-level troubleshooting, maintenance and monitoring of hardware, business applications and operating systems across the organization. Troubleshoot LAN, WAN, Wireless, messaging and connectivity and/or performance issues. Regularly monitors tasks and progress of incidents and provides timely feedback to customers. Follows established policies and procedures for incident, problem, and change management to minimize business downtime and reduce risk. Provides exceptional customer experience and call handling by following established standard operating procedures.  Works with internal partners and contractors to deliver operational support to the business. Takes proactive measures to ensure minimal downtime of the IT infrastructure through continuous service improvements. Monitors system performance and capacity to ensure effective short and long-term operations. Consistently applies and follows established ITIL best practices and reports identified issues in the environment through correlation analysis and incident tracking processes. Document processes, procedures, and configuration standards. Maintain professional and technical knowledge by attending technical conferences, training, and workshops.  Participate in the development and action of yearly competency performance work plan(s) and development action plan(s).  Provide leadership in the areas of Health, Safety and Environment (HSE), including participating in HSE activities, ensuring employees are knowledgeable about and comply with HSE policies, procedures and legislation, assisting in identifying unhealthy, unsafe situations and ensuring corrective action is taken. Perform other duties as assigned. MINIMUM QUALIFICATIONS (Includes Education): University degree or diploma in a related field or equivalent combination of education and relevant experience. Highly self-motivated and self-directed, requiring minimal supervision. Strong customer service orientation; demonstrated analytical and problem-solving skills. Ability to work in a team-oriented, collaborative environment. Excellent interpersonal, written, and oral communication skills. DESIRABLE QUALIFICATIONS: Experience in deskside support is an asset. Exposure to Microsoft Active Directory and Microsoft 365, Exchange Online, endpoint protection and MDM solutions is an advantage. Familiarity with troubleshooting hardware such as laptops, desktops, access points, and handheld equipment would be beneficial. Ability to prioritize and execute tasks effectively in a fast-paced environment, including making sound decisions during emergencies. ITIL, MCSE, MCP, CCNA, Network+, A+ or other related certifications. Working knowledge of ITIL frameworks. Ability to multitask in a fast-paced and dynamic environment. Benefits & Perks  Calgary Co-op has excellent opportunities for increasing levels of responsibility, personal growth, and challenge. We offer competitive wages, extended health benefits, paid vacations, 5% employee discount (cashback) on all purchases, a recognition program, social committee events and employee & family assistance plan. As well as numerous training and development programs.  About Calgary Co-op  Calgary Co-op has been proudly serving the community since 1956, when it opened its first store with local farmers and ranchers to provide fresh, farm-to-table foods. Headquartered in Calgary and owned by over 456,000 members, it’s one of North America’s largest retail co-operatives, with 3,530 employees, $757 million in assets, and $1.3 billion in annual sales. We operate food centres, pharmacies, gas stations, car washes, home health care centres, wine, spirits and beer stores, and cannabis stores across Calgary, Airdrie, Cochrane, High River, Okotoks, and Strathmore. We also own Community Natural Foods, Willow Park Wines & Spirits and Beacon Pharmacy. Committed to sourcing locally whenever possible, from Calgary, Alberta, and Western Canada, the organization helps connect consumers with the producers behind their food. Calgary Co-op continues to expand its local offerings while focusing on quality and community support, earning recognition by the Canadian Grocer’s 2024 Impact Awards for our commitment to sustainability & supporting employees. We thank all applicants for their interest; however, only those being considered for an interview will be contacted.