Technical Support Analyst

Precision Drilling has an onsite opening for a Technical Support Analyst, Intermediate, eager for fresh challenges and development that could pave the way for future career growth as our business continues to innovate and grow. 

Joining Precision Drilling means joining a supportive culture that values your role as a key contributor to our future. As a large company with a close-knit atmosphere, you’ll collaborate closely with leadership and colleagues throughout the organization. 

Combined with a competitive remuneration package, you will enjoy the advantages of: 

Medical, dental, prescription drug, life insurance, Pension match, long-term disability coverage, and product discount programs. 

A casual work environment where you can expect to enjoy a work-life balance that promotes personal health, well-being, and family life! 

Personal development to grow your career with us based on your strengths and interests. 

Precision offers competitive time off packages as applicable. 

 
Summary  

The Intermediate Service Desk Analyst is responsible for providing strong technical support to ensure an efficient IT environment for users. This role involves managing and resolving complex support requests, troubleshooting various issues, and maintaining and improving IT systems. The Intermediate Service Desk Analyst ensures operational efficiency and high customer satisfaction. The Intermediate Service Desk Analyst role is critical for providing continuous support for complex IT issues. This includes participation in the on-call rotation to ensure comprehensive coverage beyond standard business hours. The role encompasses a holistic approach to IT support, covering communication, hardware/software management, ticketing, troubleshooting, and process improvement to maintain a reliable and efficient IT environment. 

Responsibilities  

Manage and resolve support requests, technical issues, and incidents effectively 

Possess a strong understanding of IT systems, infrastructure, and troubleshooting 

Capture, process, and resolve desktop application and hardware issues with attention to detail 

Prioritize and analyze user issues to assess urgency accurately 

Prepare hardware for recycling following data protection policies 

Track and maintain accurate inventory and asset records 

Escalate tickets as needed, providing guidance to ensure timely resolution 

Organize and prioritize daily tasks and projects effectively 

Document all work performed within the ticketing system 

Ensure customer satisfaction through professional communication and problem-solving 

Provide status updates to management and end-users per SLAs 

Support customers on various applications and manage accounts and permissions effectively 

Knowledge & Skills  

Solid understanding of IT systems, hardware, and software 

Proficient in Windows and macOS configuration and management 

Competent in Microsoft Office Suite and productivity tools 

Knowledgeable in networking concepts like VPNs, Wi-Fi, and IP addressing 

Skilled with remote desktop tools and software deployment platforms 

Familiar with call tracking and ticketing systems for user request management 

Strong communication skills to convey technical information clearly to non-technical users 

Excellent customer service orientation, maintaining professionalism under pressure 

Analytical problem-solving skills and ability to escalate complex issues when needed 

Strong organizational skills, including task prioritization and accurate documentation 

Adaptable to new technologies and eager to learn additional skills 

Physically capable of lifting equipment up to 30 lbs. and traveling to sites when required 

Education  

Post-secondary education in an IT-related discipline 

Experience  

2-4 years experience within an IT support desk working in a team-oriented, collaborative environment 

A+, HDI Desktop Support Technician and Laptop/Desktop certification is desirable