Technical Support Analyst

Precision Drilling Corporation; Calgary; On-site; CAD 50,000 - 80,000; Full time

Job summary

An established industry player is seeking a Technical Support Analyst to join their team in Calgary. This role offers a unique opportunity to provide vital IT support, ensuring operational efficiency and high customer satisfaction. You will manage complex support requests, troubleshoot issues, and enhance IT systems while collaborating closely with colleagues and leadership. The company fosters a supportive culture that promotes personal development and work-life balance, making it an ideal environment for growth. If you are eager to tackle challenges in a dynamic setting and contribute to a thriving organization, this position is perfect for you.

Benefits

Medical insurance

Dental insurance

Prescription drug coverage

Life insurance

Pension match

Long-term disability coverage

Product discount programs

Casual work environment

Competitive time off packages

Personal development opportunities

Qualifications

• 2-4 years of IT support experience in a collaborative environment.
• Post-secondary education in an IT-related field is required.

Responsibilities

• Manage and resolve technical support requests effectively.
• Ensure customer satisfaction through professional communication.

Skills

IT systems understanding

Windows and macOS configuration

Microsoft Office Suite

Networking concepts (VPNs, Wi-Fi, IP)

Remote desktop tools

Call tracking and ticketing systems

Communication skills

Analytical problem-solving

Organizational skills

Adaptability to new technologies

Education

Post-secondary education in IT

Tools

Ticketing systems

Remote desktop software

Job description

Precision Drilling has an onsite opening for a Technical Support Analyst, Intermediate, eager for fresh challenges and development that could pave the way for future career growth as our business continues to innovate and grow.

Joining Precision Drilling means joining a supportive culture that values your role as a key contributor to our future. As a large company with a close-knit atmosphere, you’ll collaborate closely with leadership and colleagues throughout the organization.

Combined with a competitive remuneration package, you will enjoy the advantages of:

1. Medical, dental, prescription drug, life insurance, Pension match, long-term disability coverage, and product discount programs.
2. A casual work environment where you can expect to enjoy a work-life balance that promotes personal health, well-being, and family life!
3. Personal development to grow your career with us based on your strengths and interests.
4. Competitive time off packages as applicable.

Summary

The Intermediate Service Desk Analyst is responsible for providing strong technical support to ensure an efficient IT environment for users. This role involves managing and resolving complex support requests, troubleshooting various issues, and maintaining and improving IT systems. The Intermediate Service Desk Analyst ensures operational efficiency and high customer satisfaction. The role encompasses a holistic approach to IT support, covering communication, hardware/software management, ticketing, troubleshooting, and process improvement.

Responsibilities

1. Manage and resolve support requests, technical issues, and incidents effectively.
2. Possess a strong understanding of IT systems, infrastructure, and troubleshooting.
3. Capture, process, and resolve desktop application and hardware issues with attention to detail.
4. Prioritize and analyze user issues to assess urgency accurately.
5. Prepare hardware for recycling following data protection policies.
6. Track and maintain accurate inventory and asset records.
7. Escalate tickets as needed, providing guidance to ensure timely resolution.
8. Organize and prioritize daily tasks and projects effectively.
9. Document all work performed within the ticketing system.
10. Ensure customer satisfaction through professional communication and problem-solving.
11. Provide status updates to management and end-users per SLAs.
12. Support customers on various applications and manage accounts and permissions effectively.

Knowledge & Skills

1. Solid understanding of IT systems, hardware, and software.
2. Proficient in Windows and macOS configuration and management.
3. Competent in Microsoft Office Suite and productivity tools.
4. Knowledgeable in networking concepts like VPNs, Wi-Fi, and IP addressing.
5. Skilled with remote desktop tools and software deployment platforms.
6. Familiar with call tracking and ticketing systems for user request management.
7. Strong communication skills to convey technical information clearly to non-technical users.
8. Analytical problem-solving skills and ability to escalate complex issues when needed.
9. Strong organizational skills, including task prioritization and accurate documentation.
10. Adaptable to new technologies and eager to learn additional skills.
11. Physically capable of lifting equipment up to 30 lbs. and traveling to sites when required.

Education

Post-secondary education in an IT-related discipline.

Experience

2-4 years experience within an IT support desk working in a team-oriented, collaborative environment. A+, HDI Desktop Support Technician and Laptop/Desktop certification is desirable.