IT Service Desk Analyst

About the Role

Helical Pile Solutions Ltd., a deep foundations contractor with more than three decades in the industry and now part of Java Holdings Ltd., is looking for an experienced IT Service Desk Analyst to join its expanding team. The role is based in Nisku, Alberta, and functions as a key support position for end users across the organization.

Reporting to the IT Service Desk Lead, this person will act as the first contact for IT questions, incidents, and service requests. The position requires strong communication, troubleshooting, and customer service abilities to provide reliable technical support and to escalate issues appropriately when needed. The analyst will also be the main on-site IT contact and will work closely with members of the Java IT team on assigned tasks.

Key Accountabilities

End-user assistance

• Act as the go-to contact for employees raising IT questions, incidents, and requests involving desktops and mobile devices.
• Deliver courteous, patient, and proactive support focused on resolving issues efficiently.

Technical troubleshooting

• Investigate and resolve issues involving hardware, software, and networking across laptops, desktops, smartphones, and tablets.
• Support root-cause analysis efforts to help identify recurring problems and apply lasting fixes.

Software support

• Install, set up, and troubleshoot applications on desktop and mobile platforms, including operating systems, productivity tools, and business-specific software.
• Help users with licensing, compatibility, and application functionality concerns.

Hardware support

• Prepare and deploy new desktop and mobile equipment such as computers, laptops, smartphones, and tablets.
• Carry out upgrades and component replacements when required.
• Diagnose hardware issues and coordinate external repairs when necessary.

Mobile device management

• Handle enrollment, setup, and security configuration for managed and personal mobile devices using MDM/EMM tools.
• Ensure all mobile devices remain aligned with company policies and security expectations.

Remote support

• Use remote access tools to support users working off-site or in remote locations.
• Provide troubleshooting and issue resolution that helps maintain productivity outside the office.

IT asset management

• Keep inventories current for hardware, mobile devices, peripherals, and software licences.
• Follow asset-management procedures and maintain compliance across all devices.

Incident management

• Record all incidents and service requests in the Java IT service management platform.
• Assess and rank tickets by urgency and business impact to support SLA targets.

General duties

• Follow Java Holdings Ltd. group policies when handling and sharing company data with internal and external parties.
• Use the Java IT service management system for all work and keep ticket information accurate and up to date.
• Participate in the on-call rotation to provide support outside regular hours as required.

Requirements

Education and experience

• Post-secondary training in Computer Science or an equivalent combination of education and work experience.
• At least 5 years of relevant experience supporting end users, especially with desktop and mobile devices, ideally in helpdesk or desktop support environments.
• Solid working knowledge of desktop hardware, Windows operating systems, and commonly used software.
• Working familiarity with mobile platforms such as iOS and Android, along with mobile device management concepts.
• Prior exposure to remote support platforms and ticketing systems is an advantage.

Professional and interpersonal strengths

• Strong verbal and written communication skills for dealing with users with different technical backgrounds.
• Good analytical thinking and troubleshooting ability to solve issues quickly and effectively.
• Ability to work independently, manage priorities, and meet service-level expectations.
• Customer-focused mindset with a professional and positive approach.
• Willingness to keep learning and adapt to changing technologies and industry practices.

Preferred experience and attributes

• Certifications such as MCSE, MCSA, ITIL, CCNA, or CCNP would be considered an asset.
• Experience with MDM and MAM platforms and solutions is desirable.
• Hands-on knowledge of Microsoft PowerShell would be beneficial.
• Strong decision-making, problem-solving, and attention-to-detail skills.
• Energetic, organized, methodical, and goal-oriented approach to work.
• Effective written and spoken communication across multiple channels while maintaining a service-first mindset.
• Alignment with company values of Innovation, Community, Excellence, and Safety.
• Positive team-oriented attitude and openness to change.

Other Position Requirements

• Ability to collaborate across teams within the Java Group of Companies.
• Availability for after-hours on-call coverage according to company policy.
• Valid driver’s licence and possible use of a personal vehicle for travel.
• Capacity to sit for long periods while working on a computer.
• Ability to lift computers, servers, and peripheral equipment.
• Commitment to staying current with new and emerging technologies.
• Interest in continuous skill development through training and certification.

Benefits

• Extended health coverage, including medical, dental, vision, and disability protection.
• Group RRSP.
• Group life, accidental death and dismemberment, and critical illness insurance.
• Training and development opportunities.
• Employee Assistance Program with counselling support.