Type: 6-Month Contract (Strong Possibility of Extension or Permanent Hire)
Location: Edmonton, AB (Onsite with Monthly Travel to Field Sites)
Start Date: ASAP
Hours: Monday to Friday, 7:00 AM–3:30 PM or 8:00 AM–4:30 PM
On-Call Rotation: Every few weeks (paid or time-off-in-lieu arrangement)
Hours per week: 37.5
Rate: $35/hr T4 OR $40/hr Inc.
About the Role
Our client, a leading organization in the energy sector, is seeking a Senior Service Desk Analyst to join their experienced IT team. This position plays a key role in supporting users across multiple office and field locations, ensuring consistent, high-quality technical support both remotely and onsite.
Key Responsibilities
- Provide tier-2/3 technical support for end users, focusing on troubleshooting hardware, software, and network-related issues.
- Support and administer Microsoft 365, Azure Active Directory, and Exchange environments.
- Configure, deploy, and manage mobile devices (iOS/Android) and maintain MDM solutions.
- Utilize Cisco Secure Client and endpoint management tools for security and connectivity support.
- Collaborate with the IT team to maintain system uptime and enhance user productivity.
- Contribute to process improvements and documentation for IT operations.
- When required, assist with Freshservice ITSM administration and form development.
- Participate in an on-call rotation, providing after-hours support as needed.
- Travel approximately 1 week per month to field locations (primarily Central Alberta and Northwestern Alberta) to perform onsite troubleshooting and maintenance.
Qualifications:
- 5+ years’ experience in Service Desk or Deskside Support roles.
- Proven troubleshooting and problem-solving skills across hardware, software, and networking.
- Experience with Azure, Exchange, and Active Directory administration.
- Solid understanding of Windows OS, Office 365, and remote support tools.
- Strong customer service orientation and ability to communicate effectively with both technical and non-technical users.
- Valid driver’s license and ability to travel to remote sites as required.
- Familiarity with Cisco Secure Client or similar endpoint security solutions.
- Experience managing or configuring mobile devices and MDM platforms.
- Exposure to Freshservice or other ITSM systems (especially form creation or workflow customization).
- Background supporting users in energy, utilities, or field-based industries.