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Deskside Support Analyst
2 weeks ago
Tourmaline is Canada's largest natural gas producer focused on long-term growth through an active exploration, development, production and acquisition program in the Western Canadian Sedimentary Basin.
We are currently looking for a Deskside Support Analyst to join our high-performance team of Help Desk professionals who deliver excellent technical support with a high degree of customer satisfaction and timeliness.
Duties will include, but are not limited to:
- Handle daily incident management, service requests, and request fulfillment.
- Local and remote troubleshooting of end user devices, printers, computers, tablets and telecommunications equipment.
- Support boardroom and meeting space AV technology, including troubleshooting and deployment.
- Configure and deploy hardware (laptops, desktops, peripherals, Teams phones, and other devices).
- Perform installation, upgrades, relocation and decommissioning of user devices.
- Create and maintain technical documentation and user guides.
- Assist in writing and/or updating procedures for new functions, policies, processes, and forms.
- Ensure timely provisioning, patching, and maintenance of Windows and Microsoft Office updates.
- Manage and automate deployment of software and policies via Microsoft Intune and AD/AzureAD.
- Maintain accurate hardware and software inventory records.
- Configure automated workflows and improve efficiency within the IT ticketing system.
- After hours support based on rotation.
- Stay current on emerging technologies, assess their business impact, and recommend adoption were beneficial.
- Suggest and implement process and technology improvements to enhance IT service delivery.
- Support all levels of the business, including executives.
Qualifications
- Proven experience with Microsoft technology stack, including Windows, Microsoft 365, Intune, Active Directory, Exchange Online, Teams Admin Center, SharePoint and Azure.
- Strong technical and analytical skills, with proficiency in application packaging and deployment as well as hands-on experience in hardware provisioning and AV system support.
- 2+ years of experience providing support to users in a Help Desk environment, preferably in the oil and gas industry.
- Experience with scripting and automation (PowerShell highly desirable; Python nice to have) to enhance IT service delivery.
- Knowledge of IT Service Management practices and principles. ITIL certification is preferred.
- Excellent verbal and written communication skills.
- Ability to share expertise with team members to develop and improve team performance.
- Ability to analyze metrics and statistics to identify trends, contribute to avoidance tactics, and provide appropriate support.
- Able to work in a team environment as well as independently.
- Ability to balance operational workload with project-based workload and prioritize accordingly.
- Experience in troubleshooting Audio Visual boardroom equipment.
