IT Technical Support Analyst

**Type Summary**:
Full-Time

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Element Technical Services is currently recruiting for an IT Technical Support Analyst based in our Calgary office. Reporting to the Lead Systems Architect, IT, this role will be responsible for ensuring proper computer operations so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level support.

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Duties/Responsibilities*
- Evaluates documented resolutions and analyzes trends for ways to prevent future problems
- Documents all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
- Builds rapport and elicit problem details from help desk customers
- Prioritizes and schedules resolutions to problems, elevating problems (when required) to the appropriately experienced technician
- Records, tracks, and documents the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
- Applies diagnostic utilities to aid in troubleshooting
- Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
- Identifies and understands appropriate software and hardware used and supported by the organization
- Installs and maintains printers and other peripheral devices to the desktops as required
- Performs preventive maintenance, including checking and cleaning of workstations, printers, and peripherals
- Tests fixes to ensure problem has been adequately resolved
- Performs post-resolution follow-ups to help requests
- May be required to travel to field locations
- Other duties and special projects as assigned

**Skills and Qualifications**
- Strong technical knowledge and understanding of network and PC operating systems, including Windows and Windows Server
- Strong understanding of the Microsoft suite of tools
- Strong knowledge in active directory services, security groups, group policy objects and distribution list
- Strong knowledge in Microsoft Cloud Services such as Azure, Office 365, Exchange Online, Teams, SharePoint, and OneDrive
- Strong communication and interpersonal skills
- Strong commitment to making sure deadlines are maintained and achieved while ensuring accuracy and completeness of information
- Able to foster an environment of open communication and collaboration in problem solving
- Trustworthy and success-oriented team player with a high energy level
- Able to multi-task with efficiency; self-starter
- Able to establish and maintain healthy working relationships with end-users, peers and superiors
- Able to work with and direct others as required
- Operates effectively at all levels of the company
- General knowledge of applicable data privacy practices and laws
- General understanding of the company’s goals and objectives

**Education and Experience**
- University degree in the field of computer science
- A minimum of 3-5 years related work experience with proven experience in IT desktop support
- Equivalent combination of education/experience

**Why Element Technical Services?**
- Competitive Compensation
- Comprehensive Benefit Package available immediately upon hire
- RRSP Savings and TFSA plans available immediately upon hire
- Career Growth and Development Opportunities

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**Benefits**:

- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- RRSP match
- Vision care

Work Location: In person