IT Support Analyst

About the Company

Our client, a reputable firm with offices all over Canada, is seeking an IT Support Analyst for their Calgary office.

About the Job

• Answer calls and take appropriate actions to resolve support incidents.
• Ensure all support requests are logged and tracked within IT's ticketing system and meet SLA's.
• Escalate and coordinate resolution of complex requests to other IT staff and contractors as needed.
• Provide 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 other peripherals as required.
• Set up user accounts, and end user hardware/software.
• Ensure system security is maintained when performing duties.
• Prepare and assign loaner laptops, videoconference and webinar setups, mobile devices, etc.
• Setup of meeting room technology.
• Support document management system and office automation software.
• Train staff on the proper use of IT systems and orient new staff on IT systems.
• Create end-user documentation.
• Report on support trends and issues to IT management.
• Test 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 compliance.
• Other duties as required.

What You Bring

• 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 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.

The Offer

This role is fully in office, and offers a salary up to $80,000 commensurate with experience, robust benefits, and wellbeing allowance, alongside other great perks!

Next Steps

If you are interested in learning more about this opportunity, please apply, in confidence. Thank you for your interest in the position and in Forge Recruitment.