Helpdesk Analyst (Calgary South)

Trail Appliances Ltd.•Calgary, AB

17h•Onsite

About The Position

As the first point of contact for technical support, the Helpdesk Analyst plays a key role in keeping Trail Appliances running smoothly by ensuring our team members have the IT support they need to serve our customers effectively. Reporting to the Manager of IT Service Delivery, this role provides front-line assistance through phone, in-person, and our incident management system, helping resolve issues or coordinating solutions with the broader IT team. By keeping our internal systems functioning seamlessly, the Helpdesk Analyst supports the exceptional service and strong values that make Trail Appliances an industry leader.

Requirements

IT degree or diploma with 3–5 years of experience supporting Windows desktops and applications.
Proficient in Microsoft O365 (Outlook, Teams, SharePoint, Word, Excel) and user management in Active Directory and Azure.
Familiar with networking basics such as TCP/IP, DNS, and DHCP.
Experienced with incident management systems like Remedy, Jira, or ServiceNow.
Strong interpersonal skills with the ability to prioritize tasks, follow through on issues, and provide excellent customer support.

Responsibilities

Provide first-level support for IT-related issues, including troubleshooting, user guidance, and application support for Microsoft O365, Syspro, and custom systems.
Record, track, and resolve helpdesk tickets using the IT incident management system, ensuring timely follow-up and resolution.
Perform user account management across systems such as Azure, Active Directory, Dynamics 365, and various third-party applications.
Manage company-issued phones and tablets, ensuring device compliance, tracking usage, and coordinating setups or relocations as needed.
Participate in an on-call rotation to support critical IT needs outside business hours, helping minimize downtime and maintain operations.