Helpdesk Analyst, Tier 1

19 minutes ago

Calgary, Alberta, Canada Whitecap Resources Inc. Full time

Whitecap Resources Inc. is a leading Canadian energy company committed to delivering reliable returns to shareholders through the responsible development of oil and natural gas assets in the Western Canadian Sedimentary Basin. With a strong track record of profitable growth and a sustainable dividend, Whitecap delivers long-term value to investors, supported by investment-grade financial strength.

Since September 2009, Whitecap has experienced remarkable growth, increasing production from 850 boe/d to over 365,000 boe/d. We have unconventional and conventional assets exclusively focused in Western Canada and the asset base includes the Weyburn EOR Project. As a majority owner and operator of the Weyburn EOR Project, annually we safely sequester approximately 1.5 million tonnes of CO2 making it a unique project within our portfolio. We currently employ 1,200 people, including our valued contract staff.

At Whitecap, our corporate culture is entrepreneurial. We strive to create a culture of purpose and integrity where initiative and innovation are encouraged and valued. Our corporate philosophy allows us to develop skills, collaborate alongside our teammates, and ultimately have a fulfilling career.

Position Overview:

Tier 1, Help Desk Support Analyst provides first-line technical support by managing service requests, troubleshooting issues, and resolving incidents using diagnostic and ticketing systems. Support is delivered through a combination of on-site desktop assistance and remote support.

Key Responsibilities

  • Active Directory and access management administration

  • Providing access to networks, directory structures, Microsoft Exchange and other oil and gas related business applications

  • Responding to end user support related emails, phone calls, and voicemail

  • Help Desk queue management

  • Hardware provisioning and deskside support

  • Troubleshooting and resolving assigned incidents

  • Identifying opportunities to modify processes to improve best practices

  • Assist in support of local and cloud-based applications

  • Providing effective service desk support to remote locations

  • Microsoft Windows and Office 365 support

  • Maintain, enhance and create support documentation for departmental and toolset procedures

  • Install, maintain and upgrade new and existing software

  • Provide advice and technical training to end users

  • Perform hands-on fixes at the desktop level, including installing and upgrading software

Qualifications and Skills

  • Diploma in a related field or equivalent practical experience

  • Strong understanding of organizational goals and service delivery expectations

  • Excellent written and verbal communication skills

  • Strong communication skills with a focus on customer service and relationship-building

  • Ability to explain technical concepts in clear, user-friendly language

  • Proven analytical and problem-solving abilities

  • Strong attention to detail and documentation skills

  • Ability to quickly learn and retain technical information

  • Highly self-motivated, organized, and adaptable

  • Ability to prioritize tasks and perform effectively in a fast-paced environment

  • Experience working collaboratively in a team-oriented setting

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