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Technical Support Analyst
2 weeks ago
**Company: Precision Drilling Corporation**
**Location: Nisku, AB, Canada**
**#Onsite**
Precision Drilling has an opening for a Service Desk Analyst, eager for fresh challenges and development toward potential future career growth as our business continues to innovate and grow.
Working for Precision Drilling means being immersed in a supportive culture that recognizes you as a strategic player in Precision Drilling’s future. We are a large company with a family feel, where you will collaborate with leadership and your colleagues across 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, a free fitness membership steps away from our offices 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 Service Desk Analyst plays a crucial role in providing technical support and ensuring a smooth IT environment for users.
**Responsibilities**
- Identify user issues and determine the urgency of the request
- Deploy and configure software as needed
- Provide support for client-facing hardware (desktops, laptops, Getacs, printers, smartphones, tablets)
- Image and configure desktop, laptop and Getac computers
- Transfer and backup user data
- Wipe and prepare hardware for recycling
- Track and update inventory
- Create, update, and close tickets for tracking purposes
- Capture, process, and resolve client requests, incidents, questions, and problems
- Update and validate software/hardware information in the Configuration Management Database (CMDB)
- Assign or escalate tickets appropriately
- Schedule daily workloads
- Log work performed
- Create standard accounts
- Process access, hardware, and software requests
- Provide appropriate solutions
- Ensure timely resolution of problems or escalate on behalf of the customer
- Provide status updates to management and end-users per service level guidelines
- Maintain customer satisfaction
- Support and maintain effective relationships with users
- Develop, document, and implement processes, procedures, and knowledge articles related to IT support
- Assigned shift coverage must be maintained and adhered to during normal hours of operations
- Punctual and reliable
**Knowledge & Skills**
Excellent interpersonal skills and communication skills
Strong technical management and support skills, specifically able to work with end users to identify and resolve business issues innovatively
Strong analytical and customer service skills
Ability to effectively prioritize and execute tasks in a high-pressure environment
Experience working in a team-oriented, collaborative environment
MIM/IAM experience using MS products
Intune/Mobility experience
Microsoft Experience:
- SharePoint
- CRM
- Teams
- Office
- Windows
SAP
VPN
VMWare
Cybersecurity
Call tracking system
Software/Hardware deployment tools
Remote connectivity tools
Work efficiently with mínimal supervision
Valid driver license
Must be able to lift a minimum of 30 lbs.
**Education**
Post-secondary education in an IT-related discipline
**Experience**
3-5 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
