IT Support Analyst - DG-4

IT Support Analyst - DG-4

03 Feb
Great Canadian Railtour Company Ltd

03 Feb

Great Canadian Railtour Company Ltd


Reporting to the Senior Manager of IT Operations, the IT Support Analyst is responsible for providing IT support services to various internal clients experiencing technical problems and issues involving business applications, workplace productivity tools, desktops, laptops, and network services. This includes providing second line support, problem tracking, diagnosis, resolution, escalation, and system / application support documentation development.

This role will apply proven communication, analytical, and problem-solving skills to ensure client satisfaction with both operational and project related issues.

The IT Support Analyst also supports all aspects of our fleet of mobile apple devices that serve critical functions across guest check-in, point of sale and maintenance management.

Key Areas of Accountability

Managing and maintaining Rocky Mountaineer’s mobile devices, including end user support, setup, training, cellular contract administration, and mobile device management through Microsoft Intune.

Configure, install, and update desktops, laptops and peripherals based on client service requests, computer upgrade program or as otherwise assigned.

Running reports, patch deployment, and software packaging and distribution with SCCM.

Provide both telephone and desk-side first and second-level support for desktops, laptops, Microsoft Office, Microsoft Operating Systems, Apple iOS, and Rocky Mountaineer’s suite of business applications, with on-call support work (on rotation).

First level support of SharePoint online sites and site collections, including Microsoft Teams and Teams channels.

Perform application installations, upgrades, and support and maintenance activities.

Provide operating and administration functions including user set up, configuration and management for systems and business applications. These responsibilities include:

creation and termination of Network /Exchange user accounts

managing the rights and permissions of network resources/email accounts

creation and termination of user accounts for business applications

managing the rights and permissions of accounts for business applications

creation of group permissions and rights to file directories

application groups and distribution lists

Liaise with key contacts and IT resources on application and system issues. Communicate effectively with clients and other team members while gathering information to facilitate problem resolution.

Monitor and resolve opened tickets in a timely fashion, meeting or exceeding defined service levels while providing quality solutions. Document all actions and solutions within helpdesk tickets and update the technical details within operational procedures as appropriate. Ensure customer satisfaction, including taking ownership of open tickets and ensuring incidents are fully resolved.

Create and maintain support documentation and document operational processes as related to the operations of Help Desk team. Work closely with other IT team members to identify chronic problems and help document action plans to resolve and hand over for support (e.g., user training, FAQ's, hardware fixes, software upgrades, etc.) Train peers on the resolution of common application issues.

Deliver exceptional customer service, including the passion to go above and beyond exceeding client expectations.

Participate in Operations Team meetings and identify outstanding issues and areas for improvement.

Ability to adapt to changing business needs and undertake any other related duties as assigned.


Education / Certifications / Knowledge

College Diploma with an IT specialty with emphasis on communications and/or equivalent experience required

Professional certifications such as the Help Desk Institute Customer Support Specialist (CSS), Help Desk Analyst (HDA) , A+ certificate, etc. required.


Working in an IT environment 3-5 years in a customer service-oriented role. Background in a Help Desk environment tiers 1 & 2.

Demonstrated experience supporting Apple mobile hardware and software, including coordination of related cellular lines, agreements and billing with TELUS and Rogers.


Understanding of Incident and Change Management and ability to follow Rocky Mountaineer’s process, procedure standards and methodologies

Strong understanding of mobile technologies, with a focus on iPhone and iPad hardware and software.

Understanding of Infrastructure, Business Applications, and Help Desk technology

Working knowledge of Active Directory and related user management tasks

Well-developed practical operating knowledge of common desktop / laptop hardware and application software specifically, Windows, MS Office Suite, SharePoint, MS Teams, workstation imaging processes and print services and printers; system application, systems management, data communication including networking in LAN/WAN environment and remote access solutions.

Working in an environment requiring constant and clear communications both verbal and written, including the ability to organize and present information in various forms such as textual, graphical, and statistical

Working in a team environment and experience working cohesively and collaboratively with related IT teams.

Deductive reasoning skills as they pertain to Help Desk activities, such as troubleshooting focused on determining hardware vs. software, hardware vs. firmware, software vs. operating system, network vs. application/systems, and patterned vs. non-repeatable problems, FAQ vs news article

Results-oriented and customer-focused.

Demonstrated ability to develop effective working relationships with internal and external customers

Able to drive and manage change

Able to manage multiple conflicting priorities, reprioritize tasks, establish priorities, work independently, and meet deadlines

Strong interpersonal skills and the ability to adapt in a complex and changing environment

Work with detailed technical information and hands-on technology experience

Manage personal stress and know own limits, and ability to ask for assistance when needed

Ability to maintain information in confidence and exercise good judgment

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