Technical Support Analyst - Nisku, AB
Precision Drilling
- Nisku, AB
- Permanent
- Full-time
- Medical, dental, prescription drug, life insurance, Pension match, long-term disability coverage, a free fitness membership steps away from our offices 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.
- Identify user issues and determine the urgency of the request
- Deploy and configure software as needed
- Provide support for client-facing hardware (desktops, laptops, Getacs, printers, smartphones, tablets)
- Image and configure desktop, laptop and Getac computers
- Transfer and backup user data
- Wipe and prepare hardware for recycling
- Track and update inventory
- Create, update, and close tickets for tracking purposes
- Capture, process, and resolve client requests, incidents, questions, and problems
- Update and validate software/hardware information in the Configuration Management Database (CMDB)
- Assign or escalate tickets appropriately
- Schedule daily workloads
- Log work performed
- Create standard accounts
- Process access, hardware, and software requests
- Diagnose and troubleshoot end-user desktop application and hardware issues
- Provide appropriate solutions
- Ensure timely resolution of problems or escalate on behalf of the customer
- Provide status updates to management and end-users per service level guidelines
- Maintain customer satisfaction
- Support and maintain effective relationships with users
- Develop, document, and implement processes, procedures, and knowledge articles related to IT support
- Support customers using various applications (Microsoft Office, SAP, VPN, Adobe, Autodesk, etc.)
- Perform account management and maintenance for applications (create/modify accounts, password resets, permission requests)
- Assigned shift coverage must be maintained and adhered to during normal hours of operations
- Punctual and reliable