Integrated Services - Systems Analyst

F12.net; Edmonton; On-site; CAD 50,000 - 70,000; Full time

Job summary

F12.net is seeking a Systems Analyst in Edmonton to provide high-quality, in-person and remote IT support. You will own troubleshooting across Windows servers, Active Directory, networking and virtualization, with coaching from senior technicians.

You will handle end-user issues, update ticket notes, perform workstation setups, and assist with RMA processing and documentation. A willingness to learn, strong communication, and calmness under pressure are essential.

Qualifications

• Minimum 1-year Service Desk/Support experience or equivalent.
• Certifications in Microsoft and CompTIA A+/Network+ are assets.
• Willingness to learn and share knowledge with others.
• Ability to explain solutions to users with varying degrees of technical knowledge.
• Accountable and motivated to improve performance.
• Basic security knowledge and adherence to processes.

Responsibilities

• Provide end-user support and partner with clients to resolve IT issues.
• Learn client contacts and preferences to better service accounts.
• Answer calls with speed and tact; communicate clearly under pressure.
• Update ticket notes and maintain accurate documentation for the team.
• Escalate tickets when needed and seek help from teammates or leads.
• Prepare and deploy workstations, printers, and network hardware.
• Perform RMA processing with vendors to fulfil warranty agreements.
• Protect client information and adhere to security procedures.
• Keep IT resources updated on IT Glue and SharePoint for team access.

Skills

End-user support

Customer service

Analytical thinking

Communication

On-call readiness

Tools

Windows Server

Active Directory

Networking

Virtualization

Job description

The Position: Reporting to the Manager, Service Delivery – Our Systems Analyst is always available to resolve our client’s technical issues in person and remotely. As the System Analyst, you will own the responsibility of delivering high quality and timely assistance by adhering to F12’s policies and procedures. This role is designed to cultivate technical troubleshooting skills including network infrastructure, servers, and applications. With the coaching from our Team Leads and the guidance of more senior technicians, this role is the perfect learning opportunity for those wanting to gain a deeper understanding of the IT industry.

Responsibilities:

• Responsible for end-user support, you will partner with our clients to resolve their IT issues. This includes challenges like password resets, adding a printer, navigating a server, installing or re-installing programs and assigning users to distribution lists to name a few.
• Looking to enhance our relationships with Clients you diligently learn the contacts and preferences of each account and can multi-task when accommodating their requests.
• Answering phones with both speed and tact, you are empathetic and articulate when working with Clients. Especially in stressful situations, you ask the right questions and provide relevant and realistic solutions.
• Balancing quality with speed, you provide professional verbal and written responses to Clients and update ticket statuses to ensure all team members know things are taken care of
• Escalating tickets when the answer is unclear, you willingly ask for help from your Team Leads or teammates when needed.
• With basic security knowledge, you diligently protect Client information and adhere to processes and procedures that do the same.
• Wanting your team to always be better, you update shared resources/wikis like IT Glue and SharePoint to ensure others can find the information they need.
• Performing Return Merchandise Authorization (RMA) processing with vendor partners to ensure products are replaced or repaired according to warranty agreements.
• Ensuring to update your ticket notes and time entries for all onsite visits, you update and maintain accurate documentation to keep your team in the know.
• Preparing and deploying workstations, printers, network hardware equipment and other associated peripherals are responsibilities you handle regularly.

Requirements:

• With perseverance and hard work built into your DNA, you won’t give up until you find the right solution.
• A constant learner, you are willing to ask for help and share what you have learned with others.
• With an analytical mind and a kind spirit, you can explain solutions to people with varying degrees of technical knowledge.
• Accountable, you uphold the metrics and standards set by your Team Lead and look for opportunities to improve and advance performance.
• A passion for technical solutions, you have basic knowledge in areas like Windows Servers, Active Directory, Networking, and Virtualization.
• Minimum 1-year Service Desk/Support Experience or equivalent combination of education and experience
• Certifications in Microsoft, CompTIA A+/Network+ are considered an asset.
• Ability to be on-call/work after hours occasionally