Role Summary

We are currently looking for a Desktop Support Analyst in our IT Division! Join a smart, creative, and inspired team that works behind the scenes to support operational excellence for 250 employees across Canada. Olympia Financial Group is headquartered in Calgary and has been selected as one of Alberta’s Top Employers from 2011-2021. Olympia IT develops in-house software and services five exciting divisions forging success in a variety of business sectors. This is a great opportunity to join our IT support team in a rapidly growing organization that is committed to investment in new technology.

Your responsibilities and opportunities here:

  • Provide exceptional technical support through strong technical skills, creativity, and excellent communication to both in-person and remote employees
  • Track and respond to incoming end user service desk requests, documenting and tracking all problem-solving processes and discoveries in our ticketing system
  • Troubleshoot and resolve network, hardware, operating system, and application issues
  • Inventory, image, deploy, and service computer hardware, mobile phones, and other IT equipment
  • Manage end users, licenses, and installs in Active Directory, Azure, Office 365, and other platforms
  • Oversee the onboarding and offboarding of employees
  • Study and develop documentation for IT knowledge base articles and processes
  • Research and recommend software and hardware improvements that could improve IT support processes and productivity
  • Respond to system and security notifications and alerts – performing initial problem analysis and monitoring tasks, and escalating as appropriate

Experience & Qualifications which will help you succeed:

  • An accredited degree/diploma in an Information Technology field and/or industry recognized IT certifications and accreditations
  • Advanced knowledge of Microsoft applications (Word, Outlook, Excel, etc.) and Office 365
  • Experience in administration of Active Directory, Office 365, Azure, and Remote Desktop Services
  • Solid experience and knowledge in using and troubleshooting Windows desktop and server operating systems, Linux, Mac OS, and Apple IOS
  • Solid understanding of basic network connectivity and troubleshooting (TCP/IP stack, DHCP, DNS, etc.)
  • Confidence in using command line and basic scripting languages (PowerShell, VBScript, Batch, Bash, etc.) to automate, manage, and troubleshoot end user issues and systems
  • Education in ITIL or ITSM processes
  • Experience with Microsoft Exchange, Skype for Business, Zoom and other communications technologies
  • Experience with infrastructure such as Cisco & HP Aruba network appliances, SQL and Oracle database administration, Azure and VMware virtual machines, and storage and backup technologies is considered an asset
  • Understanding of basic IT security fundamentals (firewalls, antivirus, network tracing, reading event logs, etc.)
  • Knowledge and certifications in servicing computer hardware; and experience with audio visual equipment, mobile devices, cables, and accessories

The successful candidate:

  • Has excellent English written and oral communication skills and is enthusiastic about end user satisfaction and customer support
  • Communicates often and is diligent in checking for emails, phone calls, direct messages, and ticket queues
  • Is approachable knowledgeable in regard to technology
  • Is self-motivated with strong research and problem-solving abilities
  • Demonstrates the ability to provide technical support and explanations to non-technical employees
  • Possesses strong organizational skills and attention to detail
  • Is a fast-learner with a keen interest in new learning opportunities and training
  • Has a strong sense of responsibility and urgency in responding to team and business needs
  • Is able to meet deadlines, articulate ideas, can multi-task, and triage requests according to business priorities when under pressure
  • Has experience supporting both on-premise and remote employees
  • Is flexible and is willing to work occasionally outside of normal business hours for IT projects and contingencies
  • Enjoys learning about and working with technology as a pastime, with an intuitive and self-directed knowledge of the latest hardware and software developments

What we offer:

  • New location – in 2021 Olympia is moving into a modern & bright, Class A office building with unbeatable downtown views, fitness facility, food court, and +15 access
  • IT equipment provided for full time IT support staff with after-hours responsibilities including company mobile phone and plan
  • A generous health spending account, offered by our own health benefits division
  • A health wellness account which is a personalized wellness health program that provides employees with a taxable allowance to spend on wellness-related activities and product such as nutrition, fitness, personal development, and mental health
  • Employee Share Ownership Plan (ESOP) available with company matching
  • Work from office and work from home flexibility
  • Opportunities for overtime pay for special IT projects and contingencies
  • Learning and training opportunities for education and IT certifications related to your role

If your background matches the qualifications listed above and are looking for an opportunity with a dynamic team, please submit your resume in confidence. Please note: only candidates selected for an interview will be contacted.

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