IT Service Desk Analyst II

Cambridge Housing Authority; Calgary; Hybrid; CAD 55,000 - 75,000; Full time

Job summary

A leading company in the automotive sector is seeking a Tier II Service Desk Analyst to join their Technical Support Services team in Calgary. The role involves providing exceptional technical support, troubleshooting complex issues across various platforms, and contributing to knowledge base content. Candidates should have over 2 years of experience, strong technical skills, and excellent problem-solving abilities. This position offers a blend of in-office and remote work flexibility.

Qualifications

• Over 2 years of experience in technical support.
• Strong knowledge of Windows and macOS.
• Experience troubleshooting network issues.

Responsibilities

• Provide timely technical support via phone, email, and in person.
• Diagnose and troubleshoot issues related to desktop OS, applications, and hardware.
• Document interactions and resolutions in the ticketing system.

Skills

Technical support

Problem-solving

Communication

Interpersonal skills

Prioritization

Multitasking

Education

A+ certification

Microsoft Certifications

Google IT Support certifications

Tools

ServiceNow

Job description

About the Role:

As a Tier II Service Desk Analyst, you will be a key member of our Technical Support Services team, providing exceptional technical support to our internal customers. You will troubleshoot and resolve complex technical issues across various hardware and software platforms. This role requires strong technical skills, excellent problem-solving abilities, and a customer-centric approach. It is an in-office role with some remote work flexibility with prior approval.

Responsibilities:

1. Provide timely technical support via phone, email, and in person.
2. Diagnose and troubleshoot issues related to:
3. Desktop OS (Windows, macOS)
4. Applications (Microsoft Office 365, etc.)
5. Network connectivity
6. Hardware (laptops, desktops, printers, mobile devices)
7. Cloud services (e.g., SaaS)
8. Escalate complex issues when necessary.
9. Document interactions and resolutions in the ticketing system.
10. Identify and resolve recurring issues proactively.
11. Contribute to knowledge base content.
12. Assist with IT equipment and software deployment and maintenance.
13. Participate in on-call rotations as needed.

Qualifications:

• Over 2 years of experience in technical support.
• Strong knowledge of Windows and macOS.
• Experience troubleshooting network issues.
• Excellent communication and interpersonal skills.
• Ability to work independently and in teams.
• Strong problem-solving skills.
• Effective prioritization and multitasking skills.
• Experience with ticketing systems like ServiceNow is a plus.

Nice to Have:

• Experience with Cloud services (AWS, Azure, GCP).
• Scripting knowledge (PowerShell, Bash).
• Experience in automotive or dealership environments.
• Supporting software applications.
• Experience with CDK (Cox Automotive).
• Google Workspace experience.
• Bilingual in English and French is an asset.
• Class 5 Driver’s License.

Certifications:

• A+ or equivalent.
• Microsoft Certifications (e.g., Azure).
• Google IT Support certifications.

About Us:

AutoCanada is a publicly traded automotive dealership group operating in Canada and the US, headquartered in Edmonton. We offer vehicle sales, financing, leasing, service, repair, collision repair, and parts. Founded in 2006, we continue to grow.

To apply, submit your resume and cover letter via our Careers page.

We thank all applicants; only those selected for interviews will be contacted. We are committed to diversity and inclusion and encourage all qualified candidates to apply.