IT Service Desk Analyst

IT Service Desk Analyst

Salary Range: $60,000 - $70,000

Location: Prince George, BC

Ready to be at the heart of a zero-carbon energy future?

• A Clear
  
  Purpose:
  
  Be part of a company at the forefront of sustainable energy, making a real difference for the planet and our communities.
• Growth Opportunities:
  We believe in developing our people.
• Comprehensive Benefits:
  From day one, you’ll receive competitive wages, comprehensive health and dental benefits, and an RRSP matching plan to support your financial goals. You’ll also participate in a company bonus plan that rewards overall Drax performance and safety.
• A Supportive Team:
  Work in an environment where continuous learning is encouraged, and your contributions are valued. We’re a ‘can-do’ kind of place, empowering you to make informed decisions and do the right thing.

• Ensuring that incidents are resolved efficiently in accordance with agreed Service Level Agreements (SLAs).
• Assessing and fulfilling service requests promptly.
• Identifying potential underlying problems to help determine root causes and suggest improvements.
• Collaborating closely with internal IT functions and third-party suppliers to ensure successful outcomes.
• Proactively managing the application landscape to maintain availability, stability, and performance.
• Delivering a high-quality service to the business, addressing incidents and service requests quickly and efficiently, and keeping the customer updated throughout the process.

To excel in this vital role, you’ll need:

• Proficient in desktop/laptop hardware, network configurations, and MS Office Suite.
• Experienced with Windows 10/11 and telephony technologies (VoIP, SIP).
• Familiar with Active Directory, Entra Admin Center (Azure), and Office 365.
• Knowledgeable in Autopilot, SCCM, and anti-virus/encryption technologies.
• Strong interest in LAN/WAN networking and skilled in hardware installation.

• Flexible to work outside core hours as needed.
• Committed to a customer-first support approach.
• Capable of clearly documenting technical concepts for customer understanding.
• Effective team player with individual initiative.
• Driven, detail-oriented, and skilled in managing customer expectations.

• Understanding of ITIL principles (ITIL v3) and experience in continuous service improvement.
• Knowledge of root cause analysis is a plus.
• Familiarity with the electricity industry is desirable.

• We care about what matters:
  We support each other to achieve important goals.
• We’re a can-do kind of place:
  We’re empowered to make informed decisions and do what’s right.
• We see things differently:
  We share insights, search for new ideas, and innovate.
• We listen carefully:
  We ensure everyone feels heard and valued.
• We do what we say we’ll do:
  We are proactive, committed, and reliable.

Apply today to help Drax discover the talented individuals we need to drive this change. A career at Drax is more than just a job—it’s a chance to make a difference.

Curious to learn more about us? We recommend you connect with us on Linked In for more insights.

Salary Details: The advertised salary range relates to British Columbia and is provided in accordance with the BC Pay Transparency Act. Please note that salaries may vary outside of British Columbia based on local market forces.