Service Desk Analyst – Tier 1

About the role

As a Service Desk Analyst – Tier 1, you will be a key member of our Service Team, responsible for providing day‑to‑day support for customer user requests, investigating incidents, and delivering troubleshooting expertise. Our fast‑paced environment offers valuable experience with a variety of information technologies.

Key responsibilities

• Provide 1st level IT support and problem resolution to customers onsite and through remote technical support.
• Maintain and troubleshoot user desktops, peripherals, mobile devices, printers, and networking hardware.
• Prioritize, manage, and resolve end‑user incidents, service requests, and other day‑to‑day tasks.
• Log all incidents and end‑user requests and resolve or escalate to a senior technician.
• Manage ticket queues effectively, including phone calls and emails, ensuring timely escalation of issues as needed.
• Participate in an on‑call work schedule to provide support outside of regular business hours.

Required profile

• Post‑secondary education in Information Technology (preferred but not required).
• 2 years of PC hardware/software support experience.
• 1 year of experience with networking, servers, and telecom support.
• Strong customer service, communication (verbal and written), and team collaboration skills.

Required skills

• PC hardware setup and repairs
• Remote access troubleshooting
• Print server management
• Windows operating system
• Microsoft Office suite
• Common desktop applications
• Active Directory
• VPN
• Storage technologies
• Backup technologies
• VMWare (preferred)
• Microsoft Exchange (preferred)
• SQL (preferred)

What we offer

• Competitive Salaries
• Comprehensive Health, Dental, and Vision Insurance
• Retirement Savings Plan with up to 3% Company Matching
• 3 Weeks of Paid Time Off Annually, plus 11 Days Off on Alberta Holidays
• Certification Reimbursement
• Paid Parking