Help Desk Analyst

IT · Calgary, Alberta
Department IT
Employment Type Full-Time (Salary)
Minimum Experience Mid-level

Title: Help Desk Analyst
Location: Calgary, Alberta 
Direct Report: Senior Systems Administrator

The Help Desk Analyst position provides technical support for desktop applications and company specific applications, both in-person and remotely. Supporting user hardware devices such as computers, laptops, printers, and peripherals are also an integral part of this position. The Help Desk Analyst is the first point of contact for users with technical issues, and spends the majority of time investigating, diagnosing and resolving tickets and problems utilizing processes, guidelines and documented procedures. Where the problem cannot be resolved by this position, the incumbent will escalate the issue to senior staff.


Role and Responsibilities: Duties include, but are not limited to:

  • Monitor ticketing system for incoming .user technical issues, following through with the appropriate resolution to either promptly solve the issues, or to escalate the ticket to the respective IT personnel.
  • Troubleshoot hardware including desktops, laptops, printers, monitors, and other desktop peripherals.
  • Troubleshoot basic user software including MS Office, Adobe, Internet Explorer, etc. as well as specialized software.
  • Read, understand, and follow strict issue documentation and setup procedures to achieve efficient and prompt ticket resolution.
  • Record, track, and document all actions taken on customer requests, through to the final resolution.
  • Perform post-resolution follow-ups to help requests.
  • Create, and Deactivate user accounts, following strict documentation and procedure.
  • Deploy or Replace desktop hardware and software in accordance with standards and procedures.

 

Qualifications:

  • Minimum 2 years of college in the field of Computer Science or Information Technology required (equivalent experience in lieu is acceptable).
  • Certifications in MCSA, or A+ or other equivalent certificates preferred but not required.
  • At least 2 year’s experience with workstation / desktop troubleshooting.
  • Travel required to support remote offices (15-25%)
  • Must be able to quickly and correctly troubleshoot, diagnose, and solve user IT related issues.
  • Experience providing technical support to end users on various devices, operating systems and peripherals in an Enterprise Environment.
  • Excellent communication, problem solving, and interpersonal skills with a great attention to detail.
  • The candidate must conduct themselves in a mature and professional manner
  • Fluent written and oral English skills.


*Please note proof of vaccination may be required, please be prepared to disclose this information in the event you are selected as a successful candidate or during the interview process.


Why CARDON GROUP?

 

The CARDON group of companies includes CWL Energy Management, Canada West Land Services, and H3M Environmental. Collectively, CARDON along with all its entities support client and project execution through all stages of the energy value chain.

We are a positive, culture driven corporation providing quality solutions through a focus on strengthening relationships. We strive to put the right people in the right chairs, and provide them with the necessary resources to grow and succeed as both individuals and teammates.

 

If you would like to be a part of our dynamic team, please submit your resume to: www.cardongroup.ca

 

We would like to thank everyone who submits their resume in advance.

Please note that we will only be contacting those whom we wish to interview.

Thank You

Your application was submitted successfully.

  • Location
    Calgary, Alberta
  • Department
    IT
  • Employment Type
    Full-Time (Salary)
  • Minimum Experience
    Mid-level