On-Site App Support Analyst - IT Career Growth

Durabuilt Windows & Doors Inc.; Edmonton; On-site; CAD 50,000 - 65,000; Full time

Job summary

Durabuilt Windows & Doors Inc. in Edmonton is seeking an on-site Application Support Analyst to join our IT Application Services team.

You will handle Level 1 support for ERP, CRM and HRIS applications, guide end-users, document issues, and contribute to knowledge base content while assisting with small system changes. You’ll work closely with IT and business stakeholders to ensure smooth application performance, deliver user training, and escalate complex cases to L2 when needed, helping

Qualifications

• Entry-level to 1–2 years in application support or IT helpdesk.
• Familiarity with ERP, CRM and HRIS systems is a plus.
• Experience with ITSM tools and ticketing systems is preferred.

Responsibilities

• Monitor and manage incoming ITSM tickets to meet SLA timelines.
• Troubleshoot Level 1 application issues and escalate to L2 when needed.
• Guide end-users through ERP/CRM workflows and processes.
• Provide small system change guidance and user training.
• Create and maintain knowledge base articles for recurring issues.
• Collaborate with IT teams and stakeholders to ensure performance.
• Assist with application testing during major deployments (occasional).
• Maintain clear, professional communication with users.

Skills

Communication

Problem-solving

Patience

Adaptability

Rapport building

Attention to detail

Education

IT/CS degree or diploma

Tools

ServiceNow

JIRA

Job description

Durabuilt Windows & Doors Inc. in Edmonton is seeking an on-site Application Support Analyst to join our IT Application Services team.

You will handle Level 1 support for ERP, CRM and HRIS applications, guide end-users, document issues, and contribute to knowledge base content while assisting with small system changes. You’ll work closely with IT and business stakeholders to ensure smooth application performance, deliver user training, and escalate complex cases to L2 when needed, helping