Service Desk Analyst

**Who we are**:
We are an innovative technology service provider to the transportation industry across North America. We are disrupting the commercial trucking industry by delivering unsurpassed time-saving and cost-effective technology solutions to commercial vehicle operators and carriers throughout the United States and Canada. We are on a mission to revolutionize highway safety and efficiency.

**Who you are**:
Your knack for picking up easily on network configurations/ hardware/ electrical & schematics combined with being a problem solver by nature sets you apart. You find deep satisfaction in discovering the root cause of issues through your impressive troubleshooting skills and thrive on providing professional and high caliber customer experiences.

**What you will be doing**:
Based out of our head office in Edmonton (It’s a space designed with YOU in mind - ask us why we love it) you’ll work as part of the Service Desk team reporting to the Manager of Service Operations.
You’ll get to showcase your high degree of professionalism and exceptional communication skills by providing technical support for our government client systems and IT infrastructure that supports our operations across the US and Canada. You’ll monitor resolution progress and ensuring customer needs are met. As a key partner to our Field Service Technicians, you’ll be proactively coordinating system maintenance, upgrade schedules and doing calibrations You’ll also learn to support a suite of leading technologies in our industry, including thermal imaging, digital imaging, radiation detection, and laser scanning systems.

**Job Accountabilities - include but are not limited to**:

- Review and acknowledge incidents submitted through our incident management system or the Service Desk phone queue.
- Analyze the issue and determine the appropriate course of action required. This includes categorizing the severity of the issue (Tier 1, 2, or 3) and the urgency of resolution.
- Investigate and resolve Tier 1 and 2 issues and document resolution in the system.
- Escalate incidents to additional support groups when unable to resolve in accordance with our standard operating procedure workflow.
- Ensure tickets are documented by all parties prior to being logged as fulfilled in the system. Follow-up with the respective party as required.
- Support the management of preventative maintenance and system upgrade schedules, initiating, coordinating, and monitoring events in the system.
- Ship, receive, and maintain inventory of equipment and hardware supporting ticket resolution and preventative maintenance events.
- Request the dispatch of Field Technicians to onsite locations for onsite.
- Monitor service desk system performance and provide reports upon request.
- Share ideas and recommendations to improve service delivery and workflows.
- Support and assist other team members.
- Participate in on-call shifts and provide after-hours support on a rotational basis.
- Provide updates in internal meetings on service desk volume and trends in issues.
- Coordinate and manage project tasks to ensure completion within allotted timelines
- Document and communicate status and action items to required parties.
- Document and maintain accurate process workflows and procedures.

**Required Skills and Qualifications**:

- Post-secondary or certificate program in IT/ Electrical Engineering or related field.
- At least 2-3 years of experience in a technical support role.
- Demonstrated success managing multiple deadlines and demands and working under pressure.
- Self-motivated, detail-oriented, and able to work independently.
- Willing to work on-call shifts (evenings, weekends) on a rotational basis.
- Certification in A+, ITIL, Microsoft operating systems, or related assets.
- Previous experience with Service Now is a plus.
- Valid passport to travel between the US and Canada.

**By Joining us You’ll Enjoy**:

- Benefits (dental, health & vision, health spending account)
- Stock options
- Open vacation program with unlimited vacation days
- Differential pay for working evenings/weekends on rotation
- Inclusive, collaborative culture.
- Employee recognition & employee referral program
- Social initiatives and battles in the office - pickle ball, basketball, ping pong, foosball, darts, you name your game
- Organized fun time - Debate a book in the book club, go for a jog with the running club or join in a lunchtime game of soccer, baseball, hockey, even golf

Work with us because you believe in what we do.
Want to be part of a team whose mission is to save lives by reducing commercial transportation fatalities? How about being part of a tech company that continues to disrupt industry with new ideas? Although technically, we have been in business for almost 20 years, we are proud to have maintained a start-up feel with each team member acting like owners modeling our values:

- Create Exceptional Experiences. Think like a customer, colleague, p