Calian in Space & Technology is a trusted global company that helps organizations manage risks and drive progress. They are seeking a Service Desk Analyst to provide excellent customer service and technical assistance as the first point of contact for end-users. The role involves troubleshooting technical issues, maintaining hardware and software, and collaborating with other IS teams to ensure user satisfaction.
Responsibilities
- Provide one-on-one end-user support and problem resolution via telephone, email, and other communication channels
- Diagnose and troubleshoot hardware, software, and network-related issues
- Assist users with login problems, password resets, and account management
- Perform in-person, on-site repairs of PC desktop hardware, printers, and other peripherals
- Install, configure, troubleshoot and update software applications on user devices
- Ensure proper functioning of workstations, laptops, and mobile devices
- Resolve minor network issues (e.g., LAN access) and escalate complex network problems to higher tiers
- Assist users with connectivity issues, including Wi-Fi and VPN setup
- Maintain accurate records of user requests, incidents, and resolutions
- Contribute to the knowledge base by documenting common issues and solutions
- Communicate effectively with end-users, demonstrating patience and empathy
- Manage user expectations and provide timely updates on issue resolution
- Educate users on security best practices, including password hygiene, phishing awareness and cyber awareness training
- Report any security incidents promptly to higher tiers
- Collaborate with other IS teams to escalate complex issues and ensure timely resolution
- Participate in team meetings and contribute to process improvements
- Ability to travel, work evenings & weekends
- Ability to participate in after-hours on-call support
- Perform other duties as assigned
Skills
- Associate degree or equivalent experience in information technology or related field
- Relevant work experience in a help desk or technical support role
- Strong problem-solving abilities
- Excellent communication skills
- Familiarity with Windows and macOS operating systems
- Basic knowledge of networking concepts
- User-focused mindset
- Ability to travel, work evenings & weekends
- Ability to participate in after-hours on-call support
- Industry certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate) are a plus
Benefits
- Flexible work hours
- Robust company-paid benefits
- Generous time off package
- A balanced approach to work and life
- Stock purchase plan
- RRSP program
- Work from home options
Company Overview
Calian is a global supplier of technical solutions, services, and products to the space, defence, wired and terrestrial wireless, manufacturing, GNSS and composites industries. It was founded in 1964, and is headquartered in Saskatoon, SK, CA, with a workforce of 501-1000 employees. Its website is https://www.calian.com/space.