IT Service Center Analyst

De Havilland Aircraft of Canada Limited (DHC) is a storied name in the aerospace industry, recognized worldwide for its pioneering contributions to aviation and its unwavering commitment to quality, innovation, and reliability. Headquartered in Calgary, AB, DHC currently has approximately 1,400 employees across British Columbia, Alberta and Ontario, as well as in markets and distribution hubs world-wide.
Established in 1928, De Havilland Canada has a rich history marked by the development of some of the most iconic and versatile aircraft ever built. These aircraft have served a variety of roles—from bush flying to commercial aviation—and are celebrated for their rugged durability, operational versatility, and excellence in performance.
Over the decades, De Havilland Canada has evolved to meet the changing needs of the aviation industry. Today, we are more than just an aircraft manufacturer; we are a comprehensive aerospace company with capabilities that span design, production, maintenance, repair, and overhaul (MRO) services. Our operations are supported by a team of skilled engineers, technicians, and industry professionals who are dedicated to upholding the highest standards of craftsmanship and innovation.
In October of 2023 De Havilland Aircraft of Canada announced the acquisition of Mid Canada Mod Centre (MC2). Mid Canada Mod Centre is comprised of industry leading experts focused on ensuring commercial, charter, special mission and business aircraft operators are equipped with flight decks that provide safety and efficiency. As a premier Canadian aviation maintenance shop, the team of experts works to define avionics requirements to develop and certify solutions that fit each operator’s individual need.
Profile
The IT Service Center Analyst is the front facing representative for Mid Canada Mod Center (MC2) IT, participating in the daily activities related to operations and delivery of IT Services. The critical influence of this role is in ensuring the timely response and resolution to user requests, as well as responding to single and multiple users' incidents with the appropriate level of urgency and care.
**Core Responsibilities**:

- Provides the first level technical support DHC business users through our primary methods of contact (Phones, Self-Serve, Deskside support).
- Manages workload in accordance with defined KPI and SLA measurements.
- Execute Access Management activities (Account MACD).
- Build and revise process workflows based on changing needs of the environment and services offered by IT.
- Be the central point of coordination for Resolution of complex end user issues.
- Works closely with internal IT partners in “Transition to Operations” guidance and core content requirements for Service Desk support.
- Must be innovative in identifying means to improve IT service quality within established boundaries.

**Characteristics for Successful Performance**:

- Builds and cultivates mutually beneficial relationships with team members and leaders, building strong external networks with people in the industry or profession.
- Creates an environment encouraging the open exchange of information and viewpoints.
- Applies self-management techniques to include acting with integrity, demonstrating adaptability, setting personal development goals, and working efficiently.
- Ability to quickly comprehend the functions and capabilities of new technologies
- Experience working with multi-national teams.
- Strong oral and written communication/presentation skills, effectively communicating technical issues.
- Strong problem solving and troubleshooting skills.
- Ability to work independently, or as part of a team.

**Required Professional Qualifications and Education**:

- Bachelor’s degree in computer science, engineering, business or another relevant field combination of education and real-world experience.
- Typically, has 2 - 5 years of IT work experience in various user-facing roles.
- 5 years of experience working in a Service Desk including support for desktop support, customer service and/or production support in multi-platform environments.
- Previous experience in generating knowledge articles.
- Microsoft Office and O365.
- Apple product Management.
- Windows 10 & 11 image management.
- MS Teams.
- Active Directory.
- Citrix and VM configuration.
- Proficient troubleshooting VPN technologies.
- In-Tune.
- SCCM.
- MS Teams Meeting room & AV technology.
- Previous experience in developing quick reference guides and self-help content for users.

At De Havilland Aircraft of Canada (DHC), we are committed to protecting our people, customers, shareholders and the public through Health & Safety Excellence. As such, it is expected that all employees maintain strict adherence to Health & Safety Policies and to perform key physical tasks of the position described in the job description and interview process. This may include but is not limited to the ability to work in a variety of environmental condit