Intermediate Service Desk Analyst to provide Tier 2 software and infrastructure support including Window's upgrades for multiple clients

Our client is seeking a Intermediate Service Desk Analyst to provide Tier 2 software and infrastructure support including Window's upgrades

Candidates must be located in Calgary. A vehicle and valid drivers licence required. Will be a mix of in-office, On-site with clients and WFH.

Must haves:

• 3+ years of experience as a Service Desk, HelpDesk or Desktop Support analyst
• Experience working with Windows Active Directory, Group Policy, DNS, RDS
• Experience working with Firewalls, TCP/IP and Internet connectivity configuration
• Experience with Window's upgrades (Win 10 to Win 11), desktop and software version management

Nice-to-haves:

• ITIL Certificate would be considered an asset
• Excellent communication and customer service skills
• Certifications in the following: Microsoft, Cisco, Aruba, SonicWALL or Fortinet security appliances)
• Post-secondary degree or diploma with an IT focus or equivalent

Responsibilities:

• Responding to client support issues via phone, voicemail, and e-mail to identify hardware/software issues and offer solutions in a friendly and efficient manner
• Analyzing situations, diagnosing problems, while developing and implementing solutions within narrow timelines
• Reparation of customer issues through remote connections and following through on client deliverables
• Ensuring proper escalation during outages or periods of degraded service and following up with customers
• Communicate important information to the Client IT Manager or Account Manager and document all updated client information in Connect-wise.
• Coordinate and schedule product related service activities as needed