We are looking for a competent Help Desk Analyst to provide fast and useful technical assistance on computer systems. Reporting to the IT Manager, you will answer queries on basic technical issues and offer advice to solve them in a timely manner.

An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with customers.

Location:

Calgary, Alberta.

Preferable working out of the Cochrane Office or potentially out of any of the CCI Group of Companies offices. This role is primarily office based but candidate must have the ability for intermittent travel to other CCI Group of Companies when needed.

Responsibilities:

· Serve as the first point of contact for end users seeking technical assistance over the phone or email

· Perform remote troubleshooting through diagnostic techniques and pertinent questions

· Determine the best solution based on the issue and details provided by customers

· Walk the customer through the problem-solving process

· Direct unresolved issues to the next level of support personnel

· Onboard / offboard procedures for staff changes

· Provide accurate information on IT products or services

· Record events and problems and their resolution in logs

· Follow-up and update customer status and information

· Pass on any feedback or suggestions by customers to the appropriate internal team

· Track and report on all IT assets

· Identify and suggest possible improvements on procedures

· Manage and monitor end user cybersecurity training

· Ensure latest security patches are applied to applications

· Support Sys Admins with project work

Qualifications:

· Proven experience as a help desk technician or other customer support role

· Tech savvy with working knowledge of office automation products, databases and remote control

· Good understanding of computer systems, mobile devices and other tech products

· Ability to diagnose and resolve basic technical issues

· Excellent understanding of the Windows OS and M365 product

· Proficiency in English

· Excellent communication skills

· Customer-oriented and cool-tempered

· Degree/Diploma in IT, Computer Science or relevant field

· ITIL certification would be a nice to have

About CCI:

CCI Inc. has established itself as the "go-to" company of highly qualified and experienced pipeline, facility, trenchless, construction, geotechnical, and environmental specialists working together as a team to bring an integrated and complementary approach to each project.

· CCI has an industry competitive, extended health and benefits plan.

· CCI supports our employees with professional training and development opportunities and payment of professional dues to help you advance your career

· Yearly accrued paid vacation time off

· 11 Paid Holidays

· CCI pays for all travel and accommodations, including per-diem, while away from home

· Flexible work environment with opportunities to advance your career within CCl's Group of Companies.

· RRSP (or 401K) with company match after 1 year of service

· Referral program where you can earn $500 for referring your friends and family

CCI offers an unparalleled diversity of work that will ensure the successful candidate is challenged and engaged. At CCI, we work hard to produce results for our clients and are rewarded for our Commitment, Collaboration and Innovation. CCI Inc. has been named one of the Canada's Best Managed Companies for the Nineth year in a row. We have also recently expanded our footprint by merging with Geoterra Integrated Resource Solutions in British Columbia. Now is the best time to join our winning team!

We thank all applicants for their interest. However, only those selected for an interview will be contacted. Please submit your resume through the link provided or through our careers page at www.ccisolutions.ca and note "Help Desk Analyst application" in subject line

Job Type: Full-time

Salary: $55,000.00-$65,000.00 per year

Benefits:

• Dental care
• Employee assistance program
• Extended health care
• Flexible schedule
• Life insurance
• Paid time off
• RRSP match
• Tuition reimbursement
• Vision care
• Wellness program

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Cochrane, AB: reliably commute or plan to relocate before starting work (required)

Work Location: One location

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