Deskside Support Analyst

Job Description

<p>Tourmaline is Canada's largest natural gas producer focused on long-term growth through an active exploration, development, production and acquisition program in the Western Canadian Sedimentary Basin.</p><p>We are currently looking for a Deskside Support Analyst to join our high-performance team of Help Desk professionals who deliver excellent technical support with a high degree of customer satisfaction and timeliness. </p><p><br></p><p>Duties will include, but are not limited to:</p><p><br></p><ul><li>Handle daily incident management, service requests, and request fulfillment.</li><li>Local and remote troubleshooting of end user devices, printers, computers, tablets and telecommunications equipment.</li><li>Support boardroom and meeting space AV technology, including troubleshooting and deployment.</li><li>Configure and deploy hardware (laptops, desktops, peripherals, Teams phones, and other devices).</li><li>Perform installation, upgrades, relocation and decommissioning of user devices.</li><li>Create and maintain technical documentation and user guides.</li><li>Assist in writing and/or updating procedures for new functions, policies, processes, and forms.</li><li>Ensure timely provisioning, patching, and maintenance of Windows and Microsoft Office updates.</li><li>Manage and automate deployment of software and policies via Microsoft Intune and AD/AzureAD.</li><li>Maintain accurate hardware and software inventory records.</li><li>Configure automated workflows and improve efficiency within the IT ticketing system.</li><li>After hours support based on rotation.</li><li>Stay current on emerging technologies, assess their business impact, and recommend adoption were beneficial.</li><li>Suggest and implement process and technology improvements to enhance IT service delivery.</li><li>Support all levels of the business, including executives.</li></ul><p><br></p><p>Qualifications</p><p><br></p><ul><li>Proven experience with Microsoft technology stack, including Windows, Microsoft 365, Intune, Active Directory, Exchange Online, Teams Admin Center, SharePoint and Azure.</li><li>Strong technical and analytical skills, with proficiency in application packaging and deployment as well as hands-on experience in hardware provisioning and AV system support.</li><li>2+ years of experience providing support to users in a Help Desk environment, preferably in the oil and gas industry.</li><li>Experience with scripting and automation (PowerShell highly desirable; Python nice to have) to enhance IT service delivery.</li><li>Knowledge of IT Service Management practices and principles. ITIL certification is preferred.</li><li>Excellent verbal and written communication skills.</li><li>Ability to share expertise with team members to develop and improve team performance.</li><li>Ability to analyze metrics and statistics to identify trends, contribute to avoidance tactics, and provide appropriate support.</li><li>Able to work in a team environment as well as independently.</li><li>Ability to balance operational workload with project-based workload and prioritize accordingly.</li><li>Experience in troubleshooting Audio Visual boardroom equipment.</li></ul><p></p>