Location: Calgary Head Office, Alberta Employment Type: Full Time - Permanent – On-site Salary Range: SP2, Level 4, $80,325- $94,500 per year. The final compensation for this position will be determined based on individual factors, including education, qualifications, experience, and internal equity.

Analyst, End User Services & Service Desk Support

The Opportunity

Do you enjoy solving technical problems, working face-to-face with people, and keeping technology running smoothly in a fast-paced environment? If so, this position may be of interest to you.

The End User Services & Client Support team provides hands-on technical support to Alberta Energy Regulator (AER) staff, making sure they have the devices, tools, and help they need to do their work.

As an Analyst, End User Services & Service Desk Support, you will be the go-to person for in-person support at Calgary Head Office. You will troubleshoot and resolve hardware, software, and peripheral issues, set up and maintain end-user equipment, and help colleagues use AER systems with confidence.

You will also take on some Service Desk duties, such as answering calls, logging and triaging tickets, and resolving first-contact issues, so that support is consistent across all channels.

Our End User Services team is made up of talented, team-oriented people who care about excellent customer service and getting it right the first time.

What your day-to-day will look like

- Provide in-person deskside support to AER staff, diagnosing and resolving hardware, software, operating system, and peripheral issues (laptops, desktops, docking stations, monitors, printers, and mobile devices).
- Image, deploy, configure, and refresh end-user devices,



including onboarding and offboarding equipment for new and departing staff.
- Set up and support meeting rooms and audio-visual equipment, including Microsoft Teams Rooms, and help with VIP and executive support as needed.
- Help cover the Service Desk by answering calls, emails, and chats; logging, categorizing, and prioritizing incidents and service requests in the IT Service Management (ITSM) tool; and resolving issues at first contact wherever possible.
- Escalate complex issues to the right resolver groups with clear, accurate documentation, and follow up until each issue is resolved to the customer's satisfaction.
- Support asset management by keeping inventory records, tracking hardware lifecycle, and handling equipment moves, adds, and changes.
- Support account and access requests, password resets, and Microsoft 365 and Windows troubleshooting in line with security policies.
- Create and update knowledge articles, how-to guides, and FAQs, and share tips with users to build their confidence with technology.
- Follow ITIL-aligned incident, request, and change management processes, and suggest ways to improve the service.

What we’re looking for in you

- Diploma in Information Technology, Computer Systems, or a related field, or an equivalent combination of education and experience.
- Minimum of 3 to 5 years of experience in a deskside, desktop, or Service Desk support role.




- Hands-on experience supporting Windows 10/11, Microsoft 365, Active Directory/Entra ID, and common end-user hardware and peripherals.
- Experience with device management tools (e.g., Intune or SCCM/MECM) is an asset.
- Experience using an IT Service Management (ITSM) ticketing tool (e.g., ServiceNow) and a working understanding of ITIL processes.
- Strong troubleshooting, critical thinking, and organizational skills, with the ability to manage competing priorities in a fast-paced environment.
- Certifications such as CompTIA A+, ITIL 4 Foundation, or Microsoft 365 Certified: Endpoint Administrator Associate are an asset.
- Excellent communication and customer service skills, with the ability to explain technical information in plain language and stay calm and professional under pressure.

Additional Information

- All applicants must be legally entitled to work in Canada at the time of application.
- Should an individual with the required qualifications not be available, applicants with closely related qualifications may be considered.
- As a result, the position may be redesigned and/or reclassified.
- This role has a business requirement to work from Calgary Head Office.
- Occasional work over weekend may be required.
- Must be able to lift and move IT equipment up to 23 kg (50 lbs).
- The successful candidate may be required to travel within Alberta to provide deskside support at the AER branch locations.
- Possess a fully valid class 5 driver’s license along with a positive driving record.
- If you need accommodation during any stage of the recruitment process, please email [email protected]. Informati

📌 Analyst, End User Services (Calgary)
🏢 100 Alberta Energy Regulator
📍 Calgary