Service Desk Support Analyst

Black Diamond Group owns and operates a portfolio of businesses specializing in modular buildings and remote and temporary workforce housing solutions, along with a digital marketplace for business-to-business crew travel management. We create value by providing differentiated solutions. We believe each customer and each project is unique and that we can tailor a combination of products and services that deliver an enhanced outcome. Our Way is to Create a Better Way – this is our challenge, our call to action, our why!

We believe that a clear strategic vision, with measurable objectives, along with disciplined accountability and data-based decision-making leads to successful outcomes. When we couple this approach with our values-driven, collaborative, safety conscious culture, we achieve top decile performance, deliver results, and have fun while doing it!

We offer careers, not jobs, and we strive for an environment where the best people come to work and feel rewarded for their contributions. We are a team of the best and the brightest in industry, and since our inception, we have led with a people-first approach. We give our employees ample opportunity to pursue their interests and passions and support them as their careers progress.

Black Diamond Group has a  full-time position for an IT Service Desk Support Analyst in Calgary, AB (in office).

Reporting to the Manager, IT Operations, Support, Security & Technology, the successful candidate will be responsible for the tracking, documenting, and completion of internal User requests and issues with Black Diamond’s hardware and software infrastructure. This is an end-user interactive role, requiring a friendly helpful attitude and excellent communication skills. This position is also responsible for supporting project initiatives to accomplish corporate goals within our IT business software applications catalog.  

Duties & Responsibilities: 

Manage, coordinate and resolve incidents as quickly as possible 

Service Desk - receiving technical support calls and troubleshooting/resolving User IT issues 

Investigation/troubleshooting, completion of and providing clear solutions to user support requests. 

Creation and maintenance of User accounts in the system 

Imaging and configuring laptops 

Assisting Users with laptop migrations 

Consult with peers on technical issues pertaining to all systems and applications 

Ensure all incidents are logged within Service Desk Incident Management Database 

Audit Incident Management Database to ensure all Incidents are being logged and categorized accurately 

Manage and administer access control security devices 

Monitor for policy violations and incidents 

Assist with security audits when requested 

Assist with security testing when requested 

Maintain high level of customer satisfaction 

Provide appropriate communications and care for long running incidents as needed 

Provide recommendations and assist with actions to improve Service Delivery program as requested 

Act as a liaison between customer, Infrastructure and Applications teams to support them in jointly resolving incidents  

Identify needs related to training, documentation and technical issues 

Assist with other tasks as directed by the Operations, Support, Security and Technology Management Team 

Triage and potential escalation to other technical support team members 

Supports integration and management of change across the organization 

Must maintain a professional image and be able to model accountability and integrity 

Maintaining technical software applications 

Contribute to Help Desk improvements 

Other duties as required  

Qualifications: 

Computer Science Degree or diploma with demonstrated experience 

Minimum 2 years supporting networks, storage, computers and peripherals in a corporate environment 

Proficient in Microsoft Office Suite specifically in Outlook, Excel and Word 

Experience working with Office365 administration is an asset 

A passion for computers 

Must be a quick learner 

Must have a customer first attitude and excellent communications skills 

Must be fluent in English both oral and written 

Must be able to set priorities and multitask 

Keen attention to detail and accuracy 

Ability to work well independently and in a team environment 

Physical Requirements 

Office/desk environment — must be able to sit for prolonged periods of time in front of computer screens 

Crawling under desks, reaching, connecting cables to live electrical outlets and equipment 

Lift up to 50 lbs. 

 For more information, please visit www.BlackDiamondGroup.com 

We are an Equal Opportunity Employer

Black Diamond Group Limited is committed to diversity, equal opportunity and ensuring that our employees have the ability to thrive in an inclusive environment. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, marital status, family status, veteran status, Indigenous status, national origin, age, disability or any other legally-protected factors. Accommodation for applicants with disabilities is available upon request during the recruitment process.