Systems Support Analyst
Job No:
MAN49
Location:
Calgary
SHORT DESCRIPTION:
The Systems Support Analyst will be responsible for providing tier 1 and tier 2 support to approximately 130 users, located in the Calgary head office and the Field. Additionally, this role will involve providing desk-side support to resolve hardware and software issues. The candidate should possess strong technical expertise, excellent communication skills, and a proactive approach to problem-solving.
RESPONSIBILITIES:
Key Responsibilities:
- Manage and prioritize the ticket queue to ensure timely resolution of support requests.
- Provide tier 1 and tier 2 technical support for desktop hardware, software, and peripherals.
- Perform troubleshooting and issue resolution for hardware and software problems.
- Install, configure, and maintain desktop operating systems and applications.
- Provide desk-side support for users requiring hands-on assistance.
- Collaborate with other IT team members to escalate and resolve complex technical issues.
- Document all support activities, solutions, and procedures.
- Perform IT onboarding tasks and provide user training.
Additional Responsibilities:
As time permits, the Systems Support Analyst will have the opportunity to be exposed to infrastructure and project work. While service desk tasks take priority, involvement in infrastructure projects may include assisting with network upgrades, server maintenance, and IT infrastructure deployments. Participation in project work will provide valuable experience and opportunities for professional growth.
EDUCATION AND EXPERIENCE:
- Post-secondary education in Information Technology, Computer Science, or other related discipline.
- 3+ years of experience in IT support roles, preferably in a helpdesk or desktop support capacity.
- Proficiency in troubleshooting Windows operating systems.
- Experience with Microsoft Office Suite and other common desktop applications.
- Knowledge of Active Directory user administration and group policy management.
- Familiarity with desktop and laptop hardware components and peripherals.
- Basic understanding of networking principles and protocols.
- Experience with remote support tools and ticketing systems.
- Strong communication skills, both verbal and written.
- Excellent customer service and interpersonal skills.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
- Ability to work independently as well as collaboratively within a team environment.
- Familiarity with ITIL tools and practices.
- Familiarity with Oil and Gas applications a plus.
WHY MANCAL CORPORATION:
At the Mancal Group, we support and celebrate diversity, provide a workplace that is recognized as inclusive for all, regardless of ethnic origin, nationality, gender, age, or family situation. Mancal prioritizes the communities we work in and promotes environmental, social and governance issues as part of our core values. As such, we are pleased to offer:
Hybrid work environment with a combination of in-office and work from home hours.
Exposure to rewarding career opportunities, tuition or professional development reimbursement and access to scholarships for dependents.
Teambuilding and other social activities.