IT Service Centre Analyst - 6 months term

De Havilland Aircraft of Canada Limited; Calgary; On-site; CAD 60,000 - 90,000; Full time

Benefits offered by this job

Competitive wages

Paid vacation

Health, dental, vision, and paramedial

Life insurance

RRSP/DPSP

EFAP

Career development opportunities

Job summary

De Havilland Aircraft of Canada Limited is seeking an IT Service Center Analyst in Calgary. You will be the front-facing IT representative, handling user requests and incidents with urgency and care to ensure timely resolutions.

The role focuses on first-level IT support for Fleet business users, KPI/SLA adherence, access management, and workflow improvements. Strong communication and problem-solving are essential for success.

Qualifications

• Bachelor’s degree in computer science, engineering, business or a related field.
• 5+ years of IT work experience in service desk or desktop support roles.
• Experience supporting multi-platform environments and MS Office/O365.
• Knowledge of Citrix, VM configurations, Intune and SCCM is preferred.
• Strong communication and problem-solving skills; able to work independently.

Responsibilities

• Provide first-level IT support to Fleet business users via Phones, Self-Serve, and Desk-side.
• Manage workload to meet defined KPI and SLA metrics.
• Perform Access Management activities (Account MACD).
• Build and revise IT process workflows to fit changing needs.
• Serve as the central coordinator for complex end-user issue resolutions.

Skills

Strong communication skills

Problem solving

Independent worker

Customer service

Education

Bachelor’s degree in computer science, engineering, business or related field

Tools

Microsoft Office & O365

Windows 11 image management

MS Teams

Citrix and VM configuration

Intune & SCCM

MS Teams Meeting Room & AV

Job description

Job Description

Posted Tuesday, August 11, 2026 at 6:00 AM | Expires Sunday, August 30, 2026 at 5:59 AM

De Havilland Aircraft of Canada Limited (DHC) is a storied name in the aerospace industry, recognized worldwide for its pioneering contributions to aviation and its unwavering commitment to quality, innovation, and reliability. Headquartered in Calgary, AB, DHC currently has approximately 2,400 employees across British Columbia, Alberta and Ontario, as well as in markets and distribution hubs world-wide.

Established in 1928, De Havilland Canada has a rich history marked by the development of some of the most iconic and versatile aircraft ever built. These aircraft have served a variety of roles—from bush flying to commercial aviation—and are celebrated for their rugged durability, operational versatility, and excellence in performance.

Over the decades, De Havilland Canada has evolved to meet the changing needs of the aviation industry. Today, we are more than just an aircraft manufacturer; we are a comprehensive aerospace company with capabilities that span design, production, maintenance, repair, and overhaul (MRO) services. Our operations are supported by a team of skilled engineers, technicians, and industry professionals who are dedicated to upholding the highest standards of craftsmanship and innovation.

About De Havilland Aircraft of Canada

De Havilland Aircraft of Canada Limited (DHC) is one of Canada's most recognized aerospace companies, with a proud legacy of designing and manufacturing world-class aircraft since 1928. Headquartered in Calgary, Alberta, DHC employs approximately 2,400 people across British Columbia, Alberta, Ontario, and international markets.

For nearly a century, we've built aircraft renowned for their durability, versatility, and performance, connecting communities and supporting commercial, regional, and remote operations around the world. Today, DHC is a full-service aerospace company providing aircraft design, manufacturing, maintenance, repair, and overhaul (MRO), supported by a team dedicated to quality, innovation, and excellence.

Are you ready to help build the future of Canadian aviation? If you take pride in precision craftsmanship and want to see your work take flight around the world, join De Havilland Canada. Your skills will help build world-class aircraft, including products like the Canadair 515 waterbomber, supporting missions that protect lives, strengthen communities, and safeguard natural landscapes around the world.

Profile

The IT Service Center Analyst is the front facing representative for De Havilland of Canada IT, participating in the daily activities related to operations and delivery of IT Services. The critical influence of this role is in ensuring the timely response and resolution to user requests, as well as responding to single and multiple users’ incidents with the appropriate level of urgency and care.

Core Responsibilities:

• Providesthefirst leveltechnical supportFleetbusiness users through our primary methods of contact (Phones,SelfServe, Deskside support)
• Manages workload in accordance with definedKPIand SLAmeasurements
• Execute Access Management activities (Account MACD)
• Build and revise process workflows based on changing needs of the environment and services offered by IT
• Be the central point of coordination forResolution ofcomplex end user issues.
• Works closely withinternal IT partnersat De Havillandin“Transition to Operations” guidance and core content requirements for Service Desk support
• Must be innovative in identifying means to improve IT service quality within established boundaries.

Characteristics for Successful Performance:

• Builds and cultivates mutually beneficial relationships withteam members and leaders,buildingstrong external networks with people in the industry or profession.
• Creates an environment encouraging the open exchange of information and viewpoints.
• Appliesself-management techniques toinclude:acting with integrity, demonstrating adaptability, setting personal development goals, and working efficiently.
• Ability to quickly comprehend the functions and capabilities of new technologies
• Strong oral and written communication/presentation skills, effectively communicating technical issues.
• Strong problem solving and troubleshooting skills
• Ability to work independently, or as part of a team

Required Professional Qualifications and Education:

• Bachelor’s degree in computer science, engineering, business oranotherrelevant fieldcombination of education and real-world experience
• Typically,has2 - 5years of IT work experiencein varioususer facingroles
• 5years of experienceworking ina Service Deskincludingsupportfor desktop support, customer service and/or production support in multi-platform environments.
• Microsoft Office and O365
• Windows11 image management
• MS Teams
• Active Director
• Citrix and VM configuration
• In-Tune&SCCM
• MS Teams Meetingroom& AV technology
• Previous experience in developingknowledge base articles,quick reference guides andself-helpcontent for users.

Why Join De Havilland Canada?

At DHC, you’ll do more than build aircraft—you’ll help connect people, strengthen communities, and shape the future of aviation.

Join a collaborative team that has manufactured more than 5,600 aircraft, including some of the world’s most respected turboprop platforms. Our modern manufacturing facilities provide opportunities to learn, grow, and build a rewarding career alongside talented professionals who are passionate about aerospace.

What We Offer

• Competitive compensation
• Paid vacation
• Comprehensive health, dental, vision, and paramedical benefits
• Life insurance
• RRSP/DPSP retirement savings program
• Employee & Family Assistance Program (EFAP)
• Ongoing learning, development, and career growth opportunities

Our Commitment

At De Havilland Canada, the safety of our employees, customers, and communities is our highest priority. We are committed to maintaining a safe, inclusive, and respectful workplace where everyone has the opportunity to succeed. Employees are expected to follow all Health & Safety policies, use required personal protective equipment (PPE), and be able to safely perform the physical requirements of their role. As an equal opportunity employer, we welcome applications from all qualified candidates and provide accommodations throughout the recruitment process upon request. Employment offers are conditional upon the successful completion of applicable background checks, which may include verification of work eligibility, employment history, education, professional references, and criminal record checks where required.

Why work at De Havilland?

De Havilland Canada is a Canadian-owned and operated aircraft manufacturer dedicated to providing rewarding opportunities in a diverse and welcoming workplace.

• Work with a team that makes a true difference in the world-making it possible for people to travel around the globe efficiently, comfortably and safely.
• We’ve manufactured over 5,600 aircraft including the most advanced turboprop in the air today. Our experience and expertise in constructing the highest performing aircraft in the industry is second to none.
• Our state-of-the-art manufacturing facilities are dynamic workplaces led by teams that support and encourage all employees.
• With a passionate team of innovators and a global network of support, De Havilland Canada proudly carries on it’s tradition as a leader in aerospace.

In addition to plenty of opportunities for career growth in a stimulating work environment, De Havilland Canada offers:

• Competitive wages
• Paid vacation
• Extended health benefits (medical, dental, vision, paramedical)
• Life insurance
• RRSP/DPSP Plan
• Employee and family assistance program

At De Havilland Aircraft of Canada (DHC), we are committed to protecting our people, customers, shareholders and the public through Health & Safety Excellence. As such, it is expected that all employees maintain strict adherence to Health & Safety Policies and to perform key physical tasks of the position described in the job description and interview process. This may include but is not limited to the ability to work in a variety of environmental conditions including temperature extremes, confined spaces, working at heights and with or around chemicals. Employees are expected to adhere to the use of personal protective equipment (PPE) when at work which must include but is not limited to the ability to maintain a positive fit test when mask use is required.

At De Havilland Canada, we aim to be inclusive and diverse and provide equal opportunity for employment. All qualified applicants, regardless of gender, age, race, religion, sexual orientation, and disability, are encouraged to apply. De Havilland will accommodate the needs of applicants with disabilities throughout all stages of the selection process. If you need accommodation during the recruitment process, please advise your Talent Acquisition representative. Information relating to the need for accommodation and accommodation measures will be addressed confidentially.

Any offer of employment is conditional on the completion of positive and satisfactory background checks, which may include, proof that you are legally entitled to work in Canada, professional references, verification of employment history, verification of educational background and criminal background checks.