Helpdesk & Systems Analyst
Full time position
Edmonton or Calgary

The Helpdesk Analyst provides customer support, service and technical support through analysis and problem resolving to enable installation, maintenance, education, implementation and documentation of a variety of software and hardware technologies using remote communication or through phone to Edmonton and Calgary end-users.

The Systems Analyst is responsible for the stable and reliable configuration of the Firm’s infrastructure to support the business requirements of the Firm, and for maintaining, supporting and optimizing key infrastructure areas including networks, servers, databases, security and data communications.


Helpdesk & IT Support – 70%
•Provide telephone and desk side support
•Provide troubleshooting on hardware, software and peripherals
•Follow-up with users to ensure a satisfactory solution was provided
•Escalate calls to appropriate support staff and external vendors
•Log all calls in the Service Desk Software
•Provide Level 1 and 2 support for all software applications
•Provide mobile device support
•Manage user accounts

Network Support – 20%
•Provide Level 1 and 2 network support [maintain, troubleshoot and administer local area networks (LANs) and wide area networks (WANs)]
•Provide Level 1 support for all servers
•Set-up and maintain the wireless network
•Provide Level 1,2 and 3 support for specific servers and associated applications
•Perform data backups and disaster recovery operations
•Monitor backups and provide Level 1 corrective action

PC Maintenance – 10%
•Ensure all PCs and laptops are patched to the latest level
•Ensure all PCs and laptops have virus scan software installed and signatures are up to date
•Manage and maintain the equipment inventory
•Manage laptop sign out
•Maintain a current image for all PC/laptop models

•Participate in weekly department meetings
•Complete project assignments, as assigned
•Provide support and assistance to all other members of the IT team

•Degree in Computer Science, Network Administration and/or Electronics
•Minimum three (3) years of relative experience or an equivalent combination of education and/or experience may be considered
•Comprehensive knowledge of Windows 7 and 10, as well as MS Office 2010
•Experience Supporting LAN, WAN, Wireless and Server technologies
•Must speak, read and write English fluently

•Excellent troubleshooting, analytical, communication and interpersonal skills
•Exhibit attention to detail and is committed to producing accurate and high-quality work
•Ability to organize, prioritize work and meet deadlines with a high degree of personal initiative
•Must be able to handle confidential information in an ethical and professional manner
•Ability to work efficiently as a part of a team as well as independently
•Strong customer service and relationship building skills
•Professionalism, with sound judgement skills
•Possess complex problem solving ability with a proactive mindset

•Stamina to spend long hours sitting and using computer and telephone
•Overtime may occasionally be required
•On call rotating coverage is required

Sound like a good fit? Applicants may submit their cover letter and resume to

We thank all applicants for their interest; however only those candidates selected for an interview will be contacted.