Support Analyst

* Qualified candidates must reside in Calgary

As part of the IT team in Calgary, this individual is responsible for providing remote support to all customers including support through email, support tickets and phone calls.

• Provide support to clients via email, support tickets and phone calls on a day to day basis.
• User Setup and Maintenance in Active Directory and applications
• Desktop/Laptop Setup – Troubleshooting, Installing and Configuration through Help Bench
• Provide input and create user documentation
• Proactive communication of application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders
• Provide support for the testing of new and existing software applications under development or consideration for purchase.
• Apply diagnostic utilities to aid in troubleshooting
• Identify and learn appropriate software applications used and supported by the organization.

• College diploma or university degree in the field of computer science, information systems, and/or 1 to 3 years equivalent work experience.

• In-depth, hands‑on knowledge of and experience with enterprise and desktop applications, including Microsoft Suite, Window (including desktop setup, installation and deployment), and Microsoft 365
• Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.
• Able to develop and interpret technical documentation for training and end user procedures.
• Knowledge of trends in technology relating to software applications.
• Experience with building and maintaining databases for query and problem tracking.

• Good understanding of the organization’s goals and objectives.
• Excellent written, oral, interpersonal, and presentational skills.
• Ability to conduct research into software development and delivery concepts, as well as technical application issues.
• Ability to present ideas in business-friendly and user-friendly language.
• Highly self motivated and directed.
• Ability to absorb new ideas and concepts quickly.
• Good analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Very strong customer service orientation.
• Experience working in a team-oriented, collaborative environment.

• May require off hours support

• Lifting and transporting of moderately heavy objects, such as computers and peripherals.
• Some local travel may be required.