IT Operations Analyst

6 days ago

Calgary, Alberta, Canada Calgary Co-operative Association Full time $80,000 - $120,000 per year
Description

Provide technical support to internal customers for their day-to-day IT operations. This includes maintaining, supporting, and optimizing all new and existing hardware including servers, workstations and peripherals. Also, support for networks, software, communication systems and business applications.

RESPONSIBILITIES: 

Primary responsibilities include, but are not limited to: 

  • Provides technical support to customers with minimal supervision.
  • Performs first level troubleshooting, maintenance and monitoring of hardware, business applications and operating systems across the organization.
  • Troubleshoot LAN, WAN, messaging and connectivity and/or performance issues.
  • Regularly monitors tasks and progress of incidents, and provides timely feedback to customers.
  • Follows established policies and procedures for incident, problem and change management in order to minimize business downtime and reduce risk
  • Provides exceptional customer experience and call handling by following established standard operating procedure. 
  • Works with internal partners and contractors in order to deliver operational support to the business.
  • Takes proactive measures to ensure minimal downtime of IT infrastructure through continuous service improvements.
  • Monitors system performance and capacity to ensure effective short and long-term operation.
  • Follows established ITIL best practices and reports on any identified issue(s) in the environment through correlation and/or incident tracking.
  • Practices network asset management and related documentation.
  • Assists in training new Operations Analysts.
  • Establishes and maintains regular written and in-person communications with IT decision-makers, stakeholders, team lead and end users regarding pertinent escalations or assigned tasks.
  • Be responsible for Occupational Health and Safety (OH&S) in the department including participate in OH&S activities, ensuring supervisors and employees are knowledgeable about and comply with OH&S policies, procedures and legislation, assist in identifying unhealthy, unsafe situations and ensure corrective action is taken. 
  • Other duties as assigned.

MINIMUM QUALIFICATIONS (includes Education): 

  • University degree or college diploma in a related field or equivalent work experience.
  • Minimum 5 years' experience supporting enterprise-wide LANs, VPN, NAS, EMAIL, Voice and Backups.
  • Experience and knowledge in installing and maintaining various Operating Systems.
  • Working knowledge with Cisco, networking, Aruba wireless, BES (MDM), VMWare, Citrix, Solarwinds/Orion (Network monitoring), Active Directory, Exchange, Manage Engine, Footprints (Incident management) and various patching tools.
  • Hands-on experience troubleshooting hardware such as servers, routers, bridges, switches, hubs, modems, etc.
  • Experience with IT security best practices.
  • Excellent interpersonal, written, and oral communication skills.
  • Excellent multitasking capability.
  • Ability to prioritize and multitask in a fast-paced environment and make sound decisions in emergency situations.
  • Highly self-motivated and self-directed, requiring minimal supervision.
  • Proven analytical and problem-solving abilities.
  • Strong customer focus.
  • Ability to work in a team-oriented, collaborative environment

DESIRABLE QUALIFICATIONS: 

  • ITIL, MCSE, MCP, CCNA, A+ or other related certifications.
  • Operations or Technical Support Analyst experience: Storage,
  • Server, Cisco, AD, Exchange, Outlook, BES, Kronos, Wireless technologies, Microsoft Office, Windows operating systems

We thank all applicants for their interest; however, only those being considered for an interview will be contacted.

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