Our Client who plays a vital role in Alberta's Energy Industry by ensuring public safety and the environment - and contributing to responsible, efficient, and safe energy development. Has an immediate need for an IT Client Services Specialist for a one (1) year contract in Calgary, Alberta.
Description
IT Client Services (ITCS) is a dedicated, fun and dynamic team of IT specialists who provide responsive and client-focused service to staff working onsite and remotely. The ITCS Analyst provides first and second level support for IT service requests and service-related issues reported by staff. The analyst is responsible for diagnosing and resolving local and remote issues, triaging incidents to other IMT support teams where necessary. The ITCS Analyst is the primary installer and, in most cases, the support for all COTS and proprietary software.
Accountabilities
- Provide first call resolution whenever possible and ensures that all incidents and service requests are documented, categorized, and forwarded to the appropriate service provider with all required information in the tracking tool – Ivanti Service Manager.
- Troubleshoots complex end user configuration and operability issues, escalating incidents to other support teams where necessary.
- Creates and maintains technical documentation and knowledge base articles to assist colleagues and customers in becoming more self-sufficient and obtains feedback and guidance on how to handle inquiries that are not documented or well understood.
- Maintains a high level of expertise with hardware and software and stays current on a broad range of hardware and software trends, identifies potential changes and improvements for consideration. Maintains working knowledge of tools used by IT Client Services.
- Manages compliance with established control procedures, responding appropriately to risks and initiating any necessary corrective actions.
- Administers the day-to-day activities to ensure communication of time-critical information to maintain consistent department service levels and the security posture of requirements.
- Perform other duties, functions, and assignments inherent to the position as requested.
Required
- The ideal candidate will have a degree in Computer Science or a related IT field and thefollowing experience.
- 3+ years of experience of Service Desk
- Knowledge of Windows Operating System, MS365, Microsoft SCCM, VPN, Active Directory, MDM-Network Technologies, Cloud Services, and a ticketing system e.g. Ivanti
- Proven technical troubleshooting skills.
- ITIL, Help Desk and/or certification in End User technologies
- Knowledge of IT security concepts
- High level of technical proficiency and technical writing skills
- Excellent communication and customer service skills
- Ability to meet service level targets in a fast passed and demanding environment.
- Knowledge of PowerShell scripting
- Experience managing Active Directory accounts and groups in a multi-domain and cloud environment.
If you're a technical professional, you know that it can be difficult to find fulfilling work that advances your career. At the Ian Martin Group, we exist to connect professionals like you with meaningful work at industry-leading companies in your field. And we walk the walk, too: as a Certified B Corporation, we believe in using business as a force for good for people, our communities, and the environment.
We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, please contact us at recruit@ianmartin.com
We encourage all qualified candidates to apply; however, only those selected for an interview will be contacted.
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