IT Service Desk Analyst

Helical Pile Solutions is a deep foundations contractor with over 30 years of experience in the industry, recently acquired by Java Holdings Ltd. (“Java”). Java staff have over 50 years of experience building some of Canada’s largest electrical infrastructure projects. We are seeking an experienced IT Service Desk Analyst for our growing team. This position will be based out of our Nisku, AB location.

The IT Service Desk Analyst plays a vital role within our organization, providing technical support and assistance to end-users. Reporting directly to the IT Service Desk Lead, this position serves as the primary point of contact for IT-related issues and inquiries, ensuring prompt and effective resolution or escalation when necessary. The IT Service Desk Analyst must possess excellent communication, problem-solving, and customer service skills to deliver top-notch IT support to our users.

Additionally, the IT Service Desk Analyst will serve as the main on-site contact and collaborate with all Java IT team members to support related tasks as directed.

**Key Accountabilities**:
**End-User Support**
- Serve as the primary point of contact for end-users, responding to IT-related queries, incidents, and service requests for desktop and mobile devices.
- Provide excellent customer service, demonstrating patience, empathy, and a proactive approach to resolving issues.

**Technical Troubleshooting**
- Diagnose and resolve hardware, software, and network-related issues for desktop computers, laptops, smartphones, and tablets.
- Assist with root cause analysis to identify underlying problems and implement effective solutions.

**Software Support**
- Assist users with software-related issues, including licensing, compatibility, and functionality.

**Hardware Support**
- Setup and deploy new desktops, laptops, smartphones, and tablets.
- Perform hardware upgrades and replacements as needed.
- Troubleshoot hardware failures and coordinate repairs with external vendors if necessary.

**Mobile Device Management**
- Manage mobile device enrollment, configuration, and security settings (e.g., MDM/EMM tools) for both company-owned and BYOD (Bring Your Own Device) devices.
- Ensure mobile devices are compliant with company policies and security standards.

**Remote Support**
- Utilize remote support tools to assist end-users with desktop and mobile devices, especially those working off-site or in remote locations.
- Provide remote troubleshooting and issue resolution to maintain user productivity.

**IT Asset Management**
- Maintain an accurate inventory of desktop hardware, mobile devices, peripherals, and software licenses.
- Ensure compliance with IT asset management policies and procedures for all devices.

**Incident Management**
- Log and document all incidents and service requests related to desktop and mobile devices in the Java IT service management system.
- Classify and prioritize incidents based on impact and urgency to meet defined service level agreements (SLAs).

**Overall**
- Ensure compliance with Java Holdings Ltd. group policies and procedures when sharing company data with both internal and external partners.
- Utilize the Java IT service management system for all tasks and ensure accurate information is maintained to facilitate proper ticket status.
- Take part in the on-call rotation to provide afterhours coverage as needed.

**Requirements**:
**Education and Work Experience Required**:

- Post-secondary education in Computer Science or similar equivalent work experience.
- Minimum 5+ years of relevant work experience with a focus on providing technical support to end-users, including desktop and mobile devices, preferably in a helpdesk or desktop support role.
- Familiarity with mobile device platforms (e.g., iOS, Android) and mobile device management (MDM) concepts.
- Experience with remote support tools and ticketing systems is advantageous.
- Excellent communication and interpersonal skills to interact with end-users of varying technical abilities.
- Analytical mindset and problem-solving abilities to diagnose and resolve technical issues efficiently.
- Ability to work independently and prioritize tasks effectively to meet SLAs and user expectations.
- A customer-centric approach, demonstrating professionalism and a positive attitude towards end-users.
- Willingness to learn and adapt to new technologies and industry trends.

**Skills and Other Experience Desired**:

- IT Certification e.g., MCSE, MCSA, ITIL, CCNA, CCNP, etc. would be considered an asset.
- Experience with MDM and MAM systems and solutions.
- Experience with Microsoft PowerShell is an asset.
- Strong problem-solving and decision-making skills.
- Energetic, goal oriented, detail conscious and methodical in their approach to projects.
- Excellent work ethic, good written / verbal communication skills and able to communicate effectively over various mediums while maintaining IT department’s commitment to customer excellence.
-