Service Desk Analyst

Socket.dev; Calgary; Hybrid; CAD 52,000 - 76,000; Full time

Job summary

Socket.dev seeks an experienced Service Desk Analyst to support staff in Calgary with remote and on-site work. You’ll own day-to-day IT operations, including devices, OS, IAM (Microsoft, AWS, and Google Workspace), and SaaS provisioning, ensuring end-user productivity.

Responsibilities include onboarding/offboarding, asset management, software audits, and security collaboration. A 4+ year background in IT support and strong communication are required.

Qualifications

• 4+ years in IT support, systems administration, or service desk roles.
• Experience with Google Workspace admin console: user, group, access management.
• Comfort supporting Windows, macOS, Linux, and mobile devices.
• Networking fundamentals: TCP/IP, DNS, DHCP, VPN, VLAN.
• Information security, identity and access management, endpoint security, patching.
• Experience in HIPAA/compliance environments is a plus.
• Strong communication with technical and non-technical users.

Responsibilities

• Install, configure, troubleshoot, maintain, and upgrade hardware and peripherals.
• Handle onboarding and offboarding for new hires, including asset provisioning and decommissioning.
• Manage Google Workspace tasks: user access changes, MFA, group membership, shared drive permissions.
• Maintain hardware asset lifecycle and inventory; procurement and decommissioning as needed.
• Conduct software audits to optimize licenses and reduce costs.
• Assist with HIPAA/compliance audits and security remediations.
• Triage and resolve service desk tickets; document fixes for the team.
• Maintain access request documentation and change management adherence.

Skills

Google Workspace

Cross-OS support

IAM / Access management

Networking basics

Security awareness

Communication skills

Scripting / automation

Tools

Google Workspace Admin Console

Job description

Job Summary

We’re looking for an experienced Service Desk Analyst to join us remotely & on-site in Calgary. When something breaks, a new team member starts, or a new SaaS product is being deployed across the organization, you’ll be first in line to pick it up.

This is a hands-on role owning the day-to-day technology that keeps our organization productive, and is focused on enhancing the end-user experience. This role is a great fit for someone who is looking for a little bit of everything - end-user hardware & operating systems, virtual machines, IAM (Microsoft, AWS, and Google Workspace), common business applications, troubleshooting, asset management, and the systems that tie everything together.

You’ll be the person people turn to when something isn’t working, and the person who quietly makes sure those things keep working in the first place. In an industry that is always changing, you’ll never be expected to know it all. However, you will need to be open to working with team members who have different technical backgrounds, curious about new technology, and reliable at seeing things through.

Responsibilities

• Technical Support: Installing, configuring, troubleshooting, maintaining, and upgrading hardware & peripherals used by team members.


• Run onboarding and offboarding for new hires in Calgary, and remote locations, including provisioning of hardware, recovering equipment, re-provisioning, and coordinating with stakeholders in a thorough and timely manner.


• Handle day-to-day Google Workspace tasks for office staff, such as user access changes, onboarding/offboarding of accounts, MFA compliance, group membership, and shared drive permissions, working within the structure already in place.


• Maintain inventory, lifecycle of hardware assets in the office, and remote, including procurement, tagging, labelling, documenting chain of custody for sensitive equipment, and decommissioning hardware as needed.


• Conduct software audits to identify unused or over-deployed licenses and follow-up to reduce cost and environment complexity.


• Support compliance with company policies in the office, including HIPAA and PHI handling, and partner with Security on audits and remediation as needed.


• Triage and resolve service desk tickets for office staff, escalating where appropriate and documenting fixes for the team.


• Maintain documentation and evidence for access-related requests.


• Ensuring changes follow established change management procedures, and offering best-practice guidance for aligning IT services with business needs.


• Provision and manage SaaS application access for staff (SSO, license assignment, role and permission setup), working within the access models already defined.

Skills and Experience

• 4+ years in an IT support, systems administration, or service desk role with progressive responsibility.


• Working knowledge of the Google Workspace admin console for user, group, and access management.


• Comfort supporting a mixed Windows / macOS / Linux fleet, mobile devices such as Android and iOS, including hardware-level and software-level troubleshooting.


• Working knowledge of networking fundamentals such as TCP/IP, DNS, DHCP, VPN, LAN, WLAN, WAN, VLAN.


• Practical understanding of information security, including identity and access management, endpoint security, and patching discipline.


• Experience working in a HIPAA or otherwise compliance-regulated environment is a strong plus.


• Comfortable leading the IT response to identity-driven threats including suspicious login attempts/activity, and access anomalies is a plus.


• Excellent communication skills, with comfort talking to both technical peers and non-technical end users.


• Certifications related to responsibilities of this role are a plus.


• Experience automating, programming, or building tools/integrations is a plus.