About the Role

We are seeking an energetic, adaptable, and customer‑focused IT Service Desk Analyst (Tier I/II) to support a diverse portfolio of clients. You will be the first point of contact for user issues, account maintenance, IT projects, and ongoing system health checks. This role is ideal for someone who is eager to learn, thrives in a fast‑paced environment, and enjoys solving problems with a positive, can‑do attitude.

You’ll collaborate closely with our technical team to deliver reliable, responsive support while helping clients maintain secure, stable, and efficient IT environments.

Key Responsibilities

Client Support & Incident Management

- Serve as the first point of contact for client IT issues, delivering responsive Tier I/II support.

- Handle technical incidents via phone, email, and ticketing systems—prioritizing, troubleshooting, resolving, or escalating as needed.

- Perform password resets, user coaching, and support for common software and applications.

- Support desktops, laptops, printers, mobile devices, conferencing equipment, and other end‑user technologies.

- Work with third‑party vendors when required, coordinating support and follow‑up.

Monitoring, Maintenance & Documentation

- Monitor automated alerts (backup, DR, endpoint security, infrastructure, external services) and perform routine system health checks.

- Maintain accurate documentation including procedures, contacts, reports, and recommendations.

- Track and update warranty, licensing, and registration information; assist with procurement and renewals.





- Record time and activities accurately to support proper client billing.

Project & Assessment Support

(Under the direction of the Operations Manager)

- Contribute to IT infrastructure projects including design, installation, upgrades, and maintenance.

- Participate in technical assessments of client environments, identifying risks and recommending improvements.

- Assist in gathering requirements and proposing reliable, cost‑effective solutions.

- Stay current with technology trends and actively pursue professional development.

Other Responsibilities

- Participate in the on‑call rotation for after‑hours support.

- Assist with additional tasks or projects as required.

Who You Are

- Energetic, adaptable, and enthusiastic about learning new technologies

- Comfortable working in a quick‑paced, client‑focused environment

- A strong communicator who enjoys helping users with varying technical skill levels

- Proactive, resourceful, and able to stay composed during high‑volume periods

- Motivated to grow your skills and pursue industry certifications

Qualifications & Experience

Education & Experience

- 2–5 years of IT support or system administration experience.

- Diploma/degree in Computer Science or related field, or equivalent experience.





- Experience supporting diverse technical environments is an asset.

Technical Skills

- Strong knowledge of Windows OS, Microsoft Office 365, and common desktop applications.

- Experience with remote troubleshooting tools and remote‑control software.

- Understanding of LAN networking, printers, and general hardware troubleshooting.

- Familiarity with PC diagnostic tools and ticketing systems.

- Experience with Oil & Gas industry applications (financial, geological, production, engineering) is a strong asset.

Professional Skills

- Excellent verbal and written communication skills.

- Strong customer service orientation with the ability to interact professionally with all levels of an organization.

- Effective problem‑solving skills and sound judgment on when to escalate issues.

- Ability to work independently, manage time effectively, and remain calm during busy periods.

- Detail‑oriented with the ability to document clearly and coach users effectively.

- Ability to work flexible hours when required for projects or after‑hours support.

Benefits

- Extended health care

- Dental care

- Disability insurance

- Life insurance

- Health Spending Account

- Paid time off

Job Types: Full-time, Permanent

Pay: $60,000.00 per year

Benefits:

- Dental care
- Disability insurance
- Extended health care
- Life insurance
- Paid time off

Ability to commute/relocate:

- Calgary, AB: reliably commute or plan to relocate before starting work (required)

Work Location: In person

📌 IT Service Desk Analyst I/II (Calgary)
🏢 PAYRAN Systems
📍 Calgary