Tier 1 – IT Service Desk Analyst

Job title: Tier 1 – IT Service Desk Analyst

Company: TEEMA


Job description: Job Title: Tier 1 – IT Service Desk Analyst
Job ID: 76810
Location: Edmonton, AlbertaOverview:
Reporting to the Manager, IT Applications and Infrastructure, the IT Service Desk Analyst provides professional support in areas such as desktops, audio/video, productivity software, video surveillance and mobile technology to departments.What you will be doing:Support the Organization’s Strategic Priorities by Providing Incident SupportProvide support to business units with Tier 1 System Support tickets.Document, track and monitor all user issues to ensure proper resolution and for tracking purposes.Develop and maintain internal knowledge base of fixes to known issues.Develop expertise to train staff and team members in usage of hardware, software and systems changes.Aid other systems team members as required.Promptly update tickets with proper information for resolution.Support and Administration of the Organization’s End-point TechnologiesProactively monitor, manage and patch organizational technology including desktops, mobile technologies and end-user software applicationsTroubleshoot issues and problems with end-user desktops, peripherals, VoIP telephony, mobility technology and software applications.Deploy newly imaged desktops to end-users through usage of imaging solutions.Research and document assigned incidents and problems to obtain information for providing solutions for known issues.Advise Manager, Information Technology of problem areas, concerns, and any other item of significant nature.Define and document IT desktop and software inventory and asset configuration.Manage and patch security vulnerabilities for software/hardware within the company.Maintain inventory of hardware and software assets.Support Offsite InfrastructureRespond to requests for Video Surveillance from remote sites to provide for purposes oflaw enforcement through established policy.Create, maintain and end access control permissions for staff at remote sites.Troubleshoot issues related to Access Control and Video Surveillance systems as incidents occur. Work with approved vendors to resolve any issues with these systems as necessary.Security RelatedAssist with create, maintain and end of identity and building access permissions through lifecycle of staff.What you must have:Computer Systems or Computer Sciences Diploma/Certificate from a recognized institution in a related technical field.A minimum of 2 years’ experience in a related field.ITIL foundation Certification is preferred.Aptitude for problem solving and decision making, as well as mature judgment; tact and diplomacy.Advanced knowledge of Microsoft desktop Operating Systems (Windows 10)Ability to ‘think outside the box’ with a proven track record of creative problem-solving and consensus building skills necessary for addressing sensitive business problems.Knowledge in the areas of administration, usage and support of Microsoft 365 Software suite, knowledge in the areas of LAN/WAN networking, routing and switching.Strong strategic thinking and analytical skills.High level of systems thinking and ability to understand that work done in one partimpacts a variety of other groups/projects outside the work unit.Ability to foster trusting and dependable working relationships.Ability to take initiative and work independently on individual assigned tasks, as well as ability to work in a team environment.Time management and organization skills and the ability to prioritize work, produce high quality results and complete all work in a timely manner.Demonstrated attention to detail and the ability to work quickly while maintaining a high degree of quality and accuracy.Ability to employ plain language principles to present complex information that is easily understood.Strong Documentation skills Effective communication skills with individuals at all levels of the organization.Able to build and maintain lasting relationships with corporate departments and key external stakeholders.Able to deal with people sensitively, tactfully, diplomatically, and professionally.Attention to detail in all areas of work.Excellent time and project management skills.Ability to interpret and implement company policies and procedures.Access to a personal vehicle for work purposes, as required.Valid Driver’s License and Clear Driver’s Abstract.For more information about TEEMA and to consider other career opportunities, please visit our website at

Expected salary:

Location: Edmonton, AB

Job date: Sat, 08 Feb 2025 07:46:34 GMT

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