IT Service Desk Analyst

Helical Pile Solutions•Nisku, AB

9h•Onsite

About The Position

Helical Pile Solutions, recently acquired by Java Holdings Ltd., is seeking an experienced IT Service Desk Analyst for their growing team in Nisku, AB. This role is crucial for providing technical support and assistance to end-users, acting as the primary contact for IT issues. The analyst will report to the IT Service Desk Lead and collaborate with the Java IT team. Key responsibilities include end-user support, technical troubleshooting, software and hardware support, mobile device management, remote support, IT asset management, and incident management. The position requires ensuring compliance with company policies, utilizing the IT service management system, and participating in an on-call rotation.

Requirements

Post-secondary education in Computer Science or similar equivalent work experience.
Minimum 5+ years of relevant work experience with a focus on providing technical support to end-users, including desktop and mobile devices, preferably in a helpdesk or desktop support role.
Strong knowledge of desktop hardware, Windows operating systems and common software applications.
Familiarity with mobile device platforms (e.g., iOS, Android) and mobile device management (MDM) concepts.
Experience with remote support tools and ticketing systems is advantageous.
Excellent communication and interpersonal skills to interact with end-users of varying technical abilities.
Analytical mindset and problem-solving abilities to diagnose and resolve technical issues efficiently.
Ability to work independently and prioritize tasks effectively to meet SLAs and user expectations.
A customer-centric approach, demonstrating professionalism and a positive attitude towards end-users.
Willingness to learn and adapt to new technologies and industry trends.
After-hours on-call availability in accordance with company policy.
Valid driver’s license and potential use of a personal vehicle for travel.
Ability to sit for extended periods of time and use a computer.
Lifting of computers, servers, and peripheral devices.

Nice To Haves

IT Certification e.g., MCSE, MCSA, ITIL, CCNA, CCNP, etc. would be considered an asset.
Experience with MDM and MAM systems and solutions.
Experience with Microsoft PowerShell is an asset.
Strong problem-solving and decision-making skills.
Energetic, goal oriented, detail conscious and methodical in their approach to projects.
Excellent work ethic, good written / verbal communication skills and able to communicate effectively over various mediums while maintaining IT department’s commitment to customer excellence.
Ability to connect to company core values (Innovation, Community, Excellence, Safety).
Positive attitude, team player, and change agent.

Responsibilities

Serve as the primary point of contact for end-users, responding to IT-related queries, incidents, and service requests for desktop and mobile devices.
Provide excellent customer service, demonstrating patience, empathy, and a proactive approach to resolving issues.
Diagnose and resolve hardware, software, and network-related issues for desktop computers, laptops, smartphones, and tablets.
Assist with root cause analysis to identify underlying problems and implement effective solutions.
Install, configure, and troubleshoot software applications on both desktop and mobile devices, including productivity suites, operating systems, and specialized business software.
Assist users with software-related issues, including licensing, compatibility, and functionality.
Setup and deploy new desktops, laptops, smartphones, and tablets.
Perform hardware upgrades and replacements as needed.
Troubleshoot hardware failures and coordinate repairs with external vendors if necessary.
Manage mobile device enrollment, configuration, and security settings (e.g., MDM/EMM tools) for both company-owned and BYOD (Bring Your Own Device) devices.
Ensure mobile devices are compliant with company policies and security standards.
Utilize remote support tools to assist end-users with desktop and mobile devices, especially those working off-site or in remote locations.
Provide remote troubleshooting and issue resolution to maintain user productivity.
Maintain an accurate inventory of desktop hardware, mobile devices, peripherals, and software licenses.
Ensure compliance with IT asset management policies and procedures for all devices.
Log and document all incidents and service requests related to desktop and mobile devices in the Java IT service management system.
Classify and prioritize incidents based on impact and urgency to meet defined service level agreements (SLAs).
Ensure compliance with Java Holdings Ltd. group policies and procedures when sharing company data with both internal and external partners.
Utilize the Java IT service management system for all tasks and ensure accurate information is maintained to facilitate proper ticket status.
Take part in the on-call rotation to provide afterhours coverage as needed.
Work collaboratively with other teams within all Java Group of Companies.
Stay informed on new and emerging trends and technologies.
Continual building of skills with training and certification.