IT Support Analyst - Windows & Office Helpdesk Pro

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

Benefits offered by this job

Fitness facility access

Pension plan

Parking allowance

Paid vacation and volunteer days

Wellness allowance

Job summary

Irving Oil Ltd. is seeking an Associate IT Support Analyst to serve as the first contact for IT issues, delivering strong customer service while resolving issues and escalating complex needs to minimize downtime for employees.

The role requires hands-on support for Windows OS, Office 365, browsers, and ITSM ticketing, with a focus on timely, friendly, and effective solutions in a dynamic enterprise environment.

Qualifications

• Degree or diploma in a computer-related program or equivalent experience.
• Minimum 1 year prior IT or Helpdesk experience.
• Windows-based certifications (e.g., MCP or MCSE) are an asset.

Responsibilities

• Provide troubleshooting and problem resolution for software and hardware issues that vary from basic to moderate complexity.
• Provide training and technical assistance on MS Windows operating systems, MS Office suite and Web Browsers.
• Analyze and resolve support requests according to the service levels and escalate when necessary.
• Log calls into ITSM ticketing tool with clear language.
• Provide step-by-step instructions for all business applications following processes.
• Interact with customers via phone, chat, email and in person.

Skills

Troubleshooting

First-call resolution

Technical communication

Customer service

Bilingual English/French

Education

Degree or diploma in a computer-related program

Tools

SCCM

SolarWinds

ServiceNow

Active Directory

Job description

Irving Oil Ltd. is seeking an Associate IT Support Analyst to serve as the first contact for IT issues, delivering strong customer service while resolving issues and escalating complex needs to minimize downtime for employees.

The role requires hands-on support for Windows OS, Office 365, browsers, and ITSM ticketing, with a focus on timely, friendly, and effective solutions in a dynamic enterprise environment.