IT Support Analyst: First-Call Resolution Pro

Irving Oil Ltd.; New Brunswick; On-site; CAD 55,000 - 73,000; Full time

Benefits offered by this job

Annual bonus

Pension plan

Parking allowance

Flexible benefits

Volunteer day

Wellness allowance

Paid vacation

Job summary

Irving Oil Ltd. is seeking an Associate IT Support Analyst to be the first point of contact for IT issues. You will troubleshoot software and hardware, provide training on Windows and Office, and log calls in our ITSM system to meet service levels.

Strong communication and first-call resolution are essential for minimal downtime. This on-site role in Saint John offers a competitive salary, bonus potential, pension, and flexible benefits.

Qualifications

• IT education or equivalent experience in a helpdesk environment.
• Experience supporting Windows OS, MS Office, and networking basics.
• Ability to manage user expectations and escalate when needed.

Responsibilities

• Provide basic to moderate technical support via phone, chat, email, and in person.
• Troubleshoot software/hardware issues and document all calls in the ITSM tool.
• Train and assist on Windows OS, MS Office, and web browsers; follow SLAs.
• Escalate complex issues and ensure customers return to work quickly.

Skills

First-call resolution

Customer service

Remote support

Troubleshooting

Communication

Education

Computer-related degree or diploma

Tools

SCCM

SolarWinds

ServiceNow

Active Directory

Job description

Irving Oil Ltd. is seeking an Associate IT Support Analyst to be the first point of contact for IT issues. You will troubleshoot software and hardware, provide training on Windows and Office, and log calls in our ITSM system to meet service levels.

Strong communication and first-call resolution are essential for minimal downtime. This on-site role in Saint John offers a competitive salary, bonus potential, pension, and flexible benefits.