Helpdesk Analyst

2 days ago

Edmonton, Canada Trail Appliances Ltd. Full time

**Who we are**:
At Trail Appliances, we are committed to providing our customers with unparalleled customer service, competitive pricing, and expert advice. We pride ourselves on our strong family values and collaborative work culture that values respect, integrity, diversity, passion, and laughter. These values have helped us build a reputation as an industry leader.

**The position**:
As the first point of contact for technical support, the **Helpdesk Analyst** plays a key role in keeping Trail Appliances running smoothly by ensuring our team members have the IT support they need to serve our customers effectively. Reporting to the Manager of IT Service Delivery, this role provides front-line assistance through phone, in-person, and our incident management system, helping resolve issues or coordinating solutions with the broader IT team. By keeping our internal systems functioning seamlessly, the Helpdesk Analyst supports the exceptional service and strong values that make Trail Appliances an industry leader.

**What we offer**:

- Health & dental benefits
- Personal care days
- Statutory holidays off
- Employee & family assistance program
- Staff incentives and rewards
- Employee discounts

**What you’ll be doing**:

- Record, track, and resolve helpdesk tickets using the IT incident management system, ensuring timely follow-up and resolution.
- Manage company-issued phones and tablets, ensuring device compliance, tracking usage, and coordinating setups or relocations as needed.
- Participate in an on-call rotation to support critical IT needs outside business hours, helping minimize downtime and maintain operations.

**What you need to be successful**:

- Proficient in Microsoft O365 (Outlook, Teams, SharePoint, Word, Excel) and user management in Active Directory and Azure.
- Familiar with networking basics such as TCP/IP, DNS, and DHCP.
- Experienced with incident management systems like Remedy, Jira, or ServiceNow.
- Strong interpersonal skills with the ability to prioritize tasks, follow through on issues, and provide excellent customer support.

**Availability**:
This is a **full-time** position and will require you to be available:
Monday to Friday from 8:00am to 4:30pm

Weekend on-call rotation ever 4 weeks

Evenings and weekends are occasionally required for projects.

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