Technical Support Analyst

Junior Help Desk Support Specialist:

Our client is a mid-sized business located in Calgary, Alberta. They have approximately 220 users, most of whom are in Calgary and work from the Calgary office. We are in search of a well-rounded, Junior help desk support person to support this mostly Microsoft environment and its internal users. This is a great opportunity for a young, keen and motivated person to learn and grow within a supportive technical environment.

Technological background (as per below) is important, but equally important is one’s personality, character, eagerness, adaptability, initiative, personal drive, and team fit / collaboration skills.

Overall personality, communication skills, and one’s ability to learn key. We are looking for someone happy to jump in where/when needed and to take initiative instead of waiting to be told everything. This young learner should bring the initiative to uptake as much as possible, asking the right questions while shadowing and learning from more seasoned support pros.

MUST-Have QUALIFICATIONS:

• 1-2 years of work experience in first\second-level IT Support
• 1-2 years of work experience in Windows system administration and/or support of a Windows-based environment
• Any IT-focused diploma or degree

Strong Nice-to-Have's:

• Previous experience supporting Active Directory, Group Policy, DNS, DHCP, TCP/IP
• Experience supporting Citrix remote access
• Experience supporting Office 365-Office Suite, Teams
• Experience deploying applications using SCCM
• MCP, ITIL certification preferred

TECHNOLOGIES USED:

• Microsoft Technologies
• Windows Active Directory and Group Policy
• Windows 10 Workstations (150+) across 9 sites
• Windows 2008R2, 2012, 2016, 2019 Server (100+)
• Office 365 (150+ users)
• IIS Webservers
• SQL Server (SSRS, SSAS and Database)
• SCCM
• Worldox document management
• Freshservice ticketing system
• PRTG monitoring system(s)
• Citrix Contraxx contracts management
• PowerShell and VB script
• Palo Alto Global Protect
• AccuMap
• Schlumberger desktop applications

(Non-Exhaustive) Typical Daily Duties:

• Be the first point of contact for internal clients across the US and Canada via phone, Teams, and using a ticket system
• Provide first-level triage and support for internal proprietary applications
• Provide intermediate triage and support for typical desktop support scenarios
• Maintain application updates and patching
• Maintain Operating System updates and patching
• Manage small to medium infrastructure projects, including upgrades, new services, and service changes
• Administer & maintain spare parts inventory
• Shared 7x24 on-call – corporate mobile device(s) provided – on-call rotation is approx 1 per month with minimal calls while on-call.
• Deployment and relocation of printers, desk stations, and network cabling

PERSONAL ATTRIBUTES (Repeated for emphasis):

• Well-developed interpersonal skills
• Good problem analysis and problem-solving skills
• Professional and approachable, technically proficient, and an independent thinker/problem solver
• Good written and spoken communication skills for explaining technical support issues and solutions clearly and appropriately to a diverse audience
• Attention to detail, organized and thorough, with a desire for continuous improvement
• A team player who takes pride in client satisfaction
• Able to hold on-call responsibilities