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Intermediate Service Desk Analyst (3+ years) to provide tier 2 support for clients on hardware and software issues in a Microsoft environment.

Job Type: Permanent
Positions to fill: 1
Start Date: Dec 05, 2022
Job End Date: Dec 05, 2022
Pay Rate: Salary: Negotiable
Job ID: 124949
Location: Calgary
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Intermediate Service Desk Analyst (3+ years) to provide tier 2 support for clients on hardware and software issues in a Microsoft environment.
 
We are looking for a Service Desk Analyst (3+ years) to provide tier 2 support for clients on hardware and software issues in a Microsoft environment.

Must haves:
  • 3+ years of experience working with:
    • Windows desktop and server environment
    • VMware ESXi
    • Azure and Microsoft 365
    • ServiceNow
  • A strong working knowledge of the ITIL framework
  • Network management and monitoring experience 
Nice to have:
  • Technical certifications would be considered an asset
  • Azure AD
  • InTune
  • Windows server maintenance and configuration
  • Firewall maintenance
Responsibilities:
 
  • Manage the incident queue according to the set SLA’s and provide tier 2 support for escalated incidents and problems.
  • Respond to inquiries and user issues, provide troubleshooting and configuration support, diagnose and resolve both hardware and software related technical issues remotely and in person.
  • Log, track, resolve and reroute incidents and close out incidents using the IT service management system
  • Assist with the full lifecycle management of infrastructure systems and services
  • Communicate to peers and management on trends, significant problems and unexpected delays.