Desktop Support Analyst

DIRTT • Calgary, AB

18h • Onsite

About The Position

As a Desktop Support Analyst, you’ll be a first point of contact for technical support, helping our team members stay productive, connected, and supported. You'll troubleshoot issues with patience and precision, deliver exceptional service, and embody our EPIC values every step of the way.

Requirements

• Some experience in IT/computers would be considered an asset
• Excellent verbal and written communication skills.
• Basic knowledge of Windows and macOS operating systems and Microsoft Office products.
• A customer-centric attitude with the ability to remain patient, empathetic, and professional when dealing with clients.
• Strong analytical and problem-solving skills to identify and resolve technical issues efficiently.
• Collaborative mindset to work effectively with other IT professionals and support team members.
• Ability to adapt to changing technology and industry trends.
• Strong organizational and time management skills to handle multiple tasks and prioritize effectively.

Nice To Haves

• Industry-standard certifications in IT support or helpdesk operations are a plus.

Responsibilities

• Provide first-line technical support to customers via phone, email, or chat, assisting with hardware and software issues, account access, and general inquiries.
• Diagnose and troubleshoot technical problems, determining the root cause and applying solutions efficiently. Escalate complex issues to the appropriate teams when necessary.
• Assemble, configure, and rebuild desktop and laptop computers.
• Create, manage, and track support tickets to ensure timely and accurate issue resolution, maintaining detailed records of customer interactions and solutions provided.
• Use remote desktop tools to assist customers with software installations, configurations, and troubleshooting.
• Educate end-users on basic IT procedures, best practices, and security protocols.
• Provide basic support for hardware issues, including workstations, printers, and peripherals, and coordinate hardware repairs and replacements as needed.
• Assist with software installations, updates, and configurations, ensuring that applications run smoothly.
• Assist in enforcing company and industry-standard security policies, helping users with password resets, and ensuring a secure computing environment.

Benefits

• Competitive base salary plus a variable pay (bonus) program
• Eligibility to participate in DIRTT’s Employee Share Purchase Plan
• For in-office roles: continental breakfast, coffee, tea, soda, daily hot cafeteria lunch, and snacks
• Comprehensive health benefits, including medical, dental, and vision coverage
• Disability and insurance benefits, including short- and long-term disability, life insurance, dependent coverage, and voluntary options (may vary by location)
• Mental health and wellbeing support, including an Employee Assistance Program (EAP)
• A thorough and supportive onboarding program designed to set you up for success

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed