Desk-Side IT Support Analyst — End User Services

100 Alberta Energy Regulator; Calgary; On-site; CAD 80,000 - 95,000; Full time

Benefits offered by this job

Total rewards package

Hybrid work

Flexible hours

Job summary

Alberta Energy Regulator (AER) is seeking an Analyst, End User Services & Service Desk Support to provide hands-on deskside support at the Calgary Head Office. You will diagnose hardware, software, and peripheral issues, image and refresh devices, and assist with meeting-room AV setups and VIP support.

You will also support the Service Desk with calls, tickets, and triage, ensuring first-contact resolution wherever possible, while adhering to ITIL processes and security policies.

Qualifications

• Diploma or equivalent in IT or related field.
• 3–5 years in a deskside/Service Desk role.
• Experience supporting Windows endpoints and Microsoft 365.

Responsibilities

• Provide in-person deskside support to staff, diagnosing and resolving hardware and software issues.
• Image, deploy, configure, and refresh end-user devices.
• Support meeting rooms and AV equipment including Teams Rooms.
• Handle Service Desk duties: tickets, triage, first-contact resolution.
• Follow ITIL-aligned incident, request, and change processes.

Skills

Windows 10/11 support & Microsoft 365

Active Directory/Entra ID

Intune / SCCM / MECM

ITIL processes

Deskside support & customer service

Education

Diploma in Information Technology or related field

Tools

Intune

SCCM/MECM

ServiceNow ITSM

Job description

Alberta Energy Regulator (AER) is seeking an Analyst, End User Services & Service Desk Support to provide hands-on deskside support at the Calgary Head Office. You will diagnose hardware, software, and peripheral issues, image and refresh devices, and assist with meeting-room AV setups and VIP support.

You will also support the Service Desk with calls, tickets, and triage, ensuring first-contact resolution wherever possible, while adhering to ITIL processes and security policies.