IT Helpdesk Analyst

**Employment Type**:Full-time Permanent **Location**:Calgary, AB **Division/Department**:Information Technology (IT) **Available vacancies**:1 **About Avmax**: Avmax is a diverse company offering every product and service related to aviation. We have locations, operations, and deployment worldwide. Our vision at Avmax Group Inc. ("Avmax") is to simplify our customers' aviation needs through dependable, globally integrated services with trusted results. Established in 1976, our locations include: Calgary (HQ) and Vancouver in Canada, Great Falls and Jacksonville in the USA, Nairobi in Kenya, and N'Djamena in Chad. Avmax offers the following capabilities: Aircraft Leasing, Airline Operations, Avionics, Component Repairs, Engineering, MRO, Paint and Spares. Avmax's engineering division is a Transport Canada authorized Design Approval Organization (DAO). Avmax's maintenance division is a Transport Canada authorized Maintenance Repair Organization (MRO). **Why work at Avmax?** Avmax has a diverse workforce with opportunity for growth and career advancements. We offer competitive compensation and benefit packages, flexibility, work-life balance and a friendly working environment. We are proud of our work and commitment to create one of the leading workforce, products and services in the Aviation industry. **About the Role**: The IT Helpdesk Analyst is the first line of client-facing support. The role is responsible for answering immediate technical questions and how-to queries and directing advanced support issues to Tier 2 / Tier 3 support levels. **Reporting** The IT Helpdesk Analyst reports directly to the IT Manager. **Core Competencies** - Superior verbal and written command of the English language with an emphasis on customer service, including aptitude to handle difficult situations and resolve conflicts. - Excellent phone etiquette. - Able to anticipate and solve practical problems. - Able to read and comprehend technical manuals. - Excellent interpersonal skills and able to work collaboratively in a dynamic team environment. - Able to lift and move client technology hardware (up to 50 lbs). **Key Performance Indicators / Duties & Responsibilities** - Deliver excellent customer service and technical support through professional, comprehensive, and timely communication for all incidents and requests. - Record, track, and document service requests. Route requests to the appropriate support channel. - Manage end user accounts, permissions, and access rights in accordance with best practices regarding privacy, security, and regulatory compliance - provide end user training where necessary. - Conduct IT onboarding for newly hired personnel and IT offboarding of departing personnel. - Provide basic technical troubleshooting, including password resets and ERP account support. - Assist with hardware support, including deployment of workstations and set-up of laptops, mobile devices, audio visual equipment, printers and scanners. - Collaborate with team members to ensure efficient operation of the department. Assist team members with projects as required. - Responsible for leading non-critical projects and organize resources accordingly. - Be an ambassador of IT & Enterprise Policies as the first line of client-facing support. **Qualifications** - A diploma or certificate in a related technical field. - Extensive knowledge with Windows 11 operating system. - Extensive knowledge of ticketing systems and Office 365 is considered a strong asset. - Strong understanding of Active Directory and Virtual Private Networks. - Basic knowledge of networking principles and tools, e.g. DNS, DHCP, ipconfig, ping, traceroute, Wi-Fi, etc. - Understanding of network printers is considered an asset. - CompTIA A+ certification is considered an asset. - Familiarity with mobile technology such as tablets and smart phones (Android and iOS) is considered an asset. - Ability to work independently and professionally. - Must have reliable personal transportation and an active driver's license as multiple sites are involved. - Available for off-hour projects and support when required - Part of the IT on-call rotation. **Experience** - A diploma or certificate in a related technical field required. - 1 - 3 years of experience in a helpdesk role is preferred. - Must have a proven customer service background. **Our recruitment commitments**: - ** We thank all applicants for their interest; however, only those selected for an interview will be contacted.**: - _ Avmax Group offers a competitive compensation package including an optimal benefits plan and pension plan._ - _ Avmax will accommodate the needs of applicants with disabilities throughout all stages of selection process. If you need accommodation during the recruitment process, please advise your HR Representative. Information relating to the needs for accommodation measure will be addressed confidentially._ - **_ In order to be in compliance with the law, employees mus