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    Support Analyst - Alberta, Canada - Recruitment Partners

    Recruitment Partners
    Recruitment Partners Alberta, Canada

    2 weeks ago

    Default job background
    Permanent / Full time
    Description
    Support Analyst

    We are currently looking for a dynamic Support Analyst to join our client in the Legal Services industry esteemed Calgary team.

    As a Support Analyst, you will play a pivotal role in delivering tier-1 to tier-2 support for their Calgary office personnel, ensuring seamless resolution of all IT support requests. In this role, you'll be the primary IT point of contact stationed in their Calgary office, backed by a supportive network of tech personnel located in Vancouver and Calgary.

    If you thrive in a collaborative environment and possess a passion for providing exceptional IT support, we want to hear from you

    Your success will be defined by your ability to:
    • Answer calls and take appropriate actions to resolve support incidents. Ensures all support requests are logged and tracked within IT's ticketing system and meet SLAs. Escalate and coordinate resolution of complex requests to other IT staff and contractors as needed.
    • Provides timely support, analysis, and resolution for software, network, and hardware related requests. Perform root cause analysis to resolve problems;
    • Orient and train staff and contractors on the effective use of computer equipment, software, and WT IT policies;
    • Perform installation, maintenance, upgrades, and repairs to computers, printers, and any other peripherals as required;
    • Sets up user accounts, and end user hardware / software. Adds / removes / updates user account information as necessary. Ensures system security is maintained, when performing duties;
    • Preparation and assignment of loaner laptops, videoconference and webinar set-up, mobile devices, etc;
    • Setup of meeting room technology;
    • Supporting document management system, and office automation software;
    • Train staff on the proper use of IT systems. Orientate new staff on IT systems. Create end-user documentation;
    • Report on support trends, and issues to IT management;
    • Testing new applications and/or changes to existing applications;
    • Act as the 'backup' for litigation support staff, and provide software assistance when required;
    • Contribute to IT through sharing of ideas, best practices, and industry knowledge;
    • Understand IT and firm policies, and ensure they are working within them;
    • Other duties as required.
    Your strengths include:
    • A degree or diploma in computer systems;
    • Minimum of 3 -5 years of relevant experience in a support role;
    • Problem-solving skills, ability to analyze, troubleshoot, and resolve technical issues;
    • Knowledge of the installation, configuration, and maintenance of computer Windows operating systems (server and workstation);
    • Understanding and experience using Azure / AWS;
    • Knowledge of enterprise hardware and software;
    • Knowledge of IT Service Desk processes support SLAs;
    • In depth (A+ certification) knowledge of desktop, laptop, printer hardware and peripherals;
    • Experience with endpoint management tools such as Group Policy, Intune;
    • Networking knowledge/skills, including enterprise wireless, switches, firewalls, and VPN;
    • Knowledge of email systems and SMTP protocol – Preference given to Exchange 2013+ / Online;
    • Experience with VMWare's ESX platform;
    • Experience with SharePoint administration, and content creation;
    • Experience with VOIP systems, Cisco Unified Communications, MS Teams Phone;
    • Proficient with Microsoft Office;
    • Understanding of IT security principles;
    • Exceptional customer service;
    • Excellent organization, teamwork, and problem-solving skills;
    • Strong communication skills over the phone, in person, and electronically.
    Assets:
    • Valid driver's license, and vehicle.
    Our client's benefits include Extended Health benefits, Dental coverage, LTD, DI, wellbeing allowance, early finish ahead of statutory holidays and more.

    If you are interested in this role and meet the above criteria, please submit your resume, in Word format, directly to Shannon Bondad at
    Recruitment Partners Inc. is an Alberta-based, Alberta-focused recruitment firm. We are dedicated to building long-term relationships while securing top talent for Alberta's best employers. At the heart of our efforts is a collaborative, consultative approach. We are proud of our team of consultants, who come with practical business experience, and a strong network of professional contacts, and are focused on what is best for both clients and candidates. We will facilitate the best fit between the client and the candidate. This means reduced turnover, enhanced employee engagement, increased productivity, customer satisfaction, and more.
    Accounting & Finance - Sales & Operations - Engineering - Supply Chain - Human Resources - Office Support - Technology
    Contact us today - Your Search Partner –
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