Tier 2+ Desktop Support Analyst (Calgary, AB)

Expera IT; Calgary; On-site; CAD 42,000 - 60,000; Full time

Benefits offered by this job

Benefits package (medical, dental, etc

Birthday off

Job summary

Expera IT is seeking a Tier 2+ Desktop Support Analyst to provide on-site and client-site IT support across Calgary. You will resolve a range of workstation, mobile, and software issues, and mentor team members as needed.

A strong focus on timely responses and clear communication is essential. Candidates should have 3–5 years of related experience, post-secondary credentials, and a valid driver’s license for client visits.

Qualifications

• Post-secondary certificate or diploma in CS or Business, or 3–5 years related experience.
• Valid class 5 license and vehicle for client visits; onsite role 1–2 days/week.
• Experience providing on-site technical support and strong MS applications proficiency.
• MSP experience preferred; able to work in a team or independently.

Responsibilities

• Provide onsite support when remote support is not possible.
• Answer help desk phone calls and monitor requests.
• Respond to client requests by phone and email within expected timeframes.
• Escalate tickets as needed and update documentation.
• Train, mentor, and assist team members.

Skills

On-site support

Microsoft applications

Teamwork

Problem solving

Education

Post-secondary CS or Business diploma

Tools

Microsoft Certifications (asset)

Job description

Imagine a world where entrepreneurs and their businesses can focus on making a positive impact on the world we live in. Where they can do their work using great technology, supported by great people, that simply works the way it’s supposed to!

That’s what we do, and we need your help.

For over 30 years, Expera IT has worked with hundreds of small and medium sized businesses helping them with their technology needs so they can thrive, grow, and achieve their vision.

You can learn more about Expera Information Technology here:

• www.experaIT.com
• www.linkedin.com/in/vfungexperait
• www.facebook.com/ExperaIT
• https://www.linkedin.com/company/experait/

Why Join Us?

This is not your typical office job. Our passionately engaged team of A-players is beyond awesome! We’re an energetic, fun, focused, and effective group who thrives on big challenges. We have a strong culture of freedom, responsibility, and innovation that fosters minds who wish to experience personal and professional growth on another level. Our culture is fast-paced and we consider our work our “art,” striving for excellence in everything we do. We’re also super proud of the fact that we were recently named one of Canada’s Top 50 Best Managed IT Companies and a Top Growing Company 6 years in a row!

Why Else?

We offer an extensive benefits package for all full-time employees, including medical, dental, vision and more. What’s that you say? You want a day off on your birthday? Consider it done! We're looking for smart, forward-thinking problem solvers to join our team, this means plenty of growth potential and opportunities for you, that’s right, YOU!

Ok, now on to the serious stuff...

Tier 2+ Desktop Support Analyst:

• As a Tier 2+ Desktop Support Analyst, you will support a wide range of IT-related issues, provide advice and recommendations based on best practices, and resolve emergency problems that may come up. Support can range from installation, maintenance, configuration and troubleshooting of workstations, mobile devices, or software. You will be expected to work on-site at our office and provide support at client locations across Calgary and surrounding areas.

As Tier 2+ Desktop Support Analyst, you will be accountable to:

• Provide onsite support when remote support is not possible.
• Answer help desk phone calls.
• Regularly monitor incoming requests.
• Respond to client requests by phone and email consistently within the expected timeframe.
• Communicate early and often with clients and teammates regarding outstanding issues.
• Solve a wide range of technology-related business and productivity issues.
• Adhere to scheduled requests to meet client expectations.
• Implement solutions utilizing simple, proven technologies that address the root cause of an issue.
• Accurately determine proper course of action when facing conflicting priorities.
• Update ticketing system notes and time entries in real-time.
• Escalate tickets within appropriate timeframes.
• Accurately update client documentation.
• Train, mentor and assist team members, and act as a point of escalation for the Tier 1 Desktop Support team members.
• Develop technical skills and knowledge to increase ability to resolve requests more efficiently.

Tier 2+ Desktop Support Analyst Requirements:

• Post-Secondary Certificate or Diploma in Computer science or Business or 3 to 5 years related work experience.
• Must have a valid class 5 driver's license and a vehicle to drive for client visits. This is an onsite role and requires 1 to 2 days per week of onsite work at client offices.
• Must have experience providing on-site technical support.
• Strong proficiency of Microsoft applications and the ability to troubleshoot a wide range of issues.
• Intermediate level of knowledge of endpoint hardware functionality and maintenance.
• Experience working in Managed Services Providers preferred.
• Professional appearance and manners.
• Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times.
• Able to work efficiently as a part of a team as well as independently.
• Attention to detail in all areas of work.
• Excellent problem identification and problem resolution skills.
• Able to remain flexible to handle varying priorities and workload.
• Microsoft Certifications are a strong asset.
• Must be entitled to work in Canada without sponsorship.

Expera IT’s Core Obsessions:

• Own It & Get ‘er Done Right!
• Prevent the Preventable
• Deliver Service That Wows, Stat!
• Pursue Growth & Learning
• Collaborate & Communicate
• Be Confident Yet Humble

We value diverse perspectives and understand that not every candidate may meet all the requirements listed above. We encourage individuals who believe they possess most of the skills and experience to apply. We welcome applications from candidates who can bring unique strengths and perspectives to our team.