Provide troubleshooting and problem resolution for software and hardware issues that vary from basic to moderate complexity
Provide training and technical assistance on MS Windows operating systems, MS Office suite (including MS Outlook), and Web Browsers
Troubleshoot the cause of problems, not just the symptoms, and taking action to prevent problems from recurring
Analyze and resolve support requests according to the service level agreements with the caller, and escalating the issue when necessary
Logging of all calls into an ITSM Ticketing tool with clear and concise language
Provide 'how to' instructions and guidance regarding all business applications following established processes
Follow communication procedures, guidelines, and policies
Interact with customers via phone, chat, email and in person
Your Skills:
Previous experience working in an enterprise environment with 3-4 thousand users
Experience with Remote support tools, and monitoring tools including SCCM and SolarWinds
Experience using ServiceNow for ticketing to manage Incidents and Service Requests
Experience with Active Directory, Domain Services; Windows operating systems, MS Office/365 applications; Network (LAN/WAN) concepts, VPN technologies; Mobile Technologies (Smartphones/Tablets)
Demonstrate excellent interpersonal, oral, verbal, and written communication skills in dealing with all levels of staff, as well as the ability to manage user expectations
Bilingual in both French and English is an asset
Your Experience:
Degree or diploma in a computer-related program or equivalent experience within IT. Windows-based certifications such as MCP or MCSE is an asset
Minimum 1 year prior experience in IT or Helpdesk environment. Deskside experience is an asset. In-depth technical experience working with Intel-based PCs and laptops
Job Requirements - Work Experience
Information Technology
Job Requirements - Education
Diploma / Certification: Information Technology
Benefits
Work Environment - Work in our beautiful home office building with access to a fitness facility, onsite nurse, and a caféCompetitive Compensation - Including a parking allowanceFlexible Benefits Plan - i ncluding medical and dental benefits that are both in effect from day onePaid VacationWellness Support - With 24/7 access to our Employee & Family Assistance ProgramOpportunity to give back to some amazing causes in our community - Choose when and where to make an impact with a paid volunteer day, company volunteer opportunities, and a donation matching programDental insurancePaid time offRemote work optionsFlexible schedule
Additional Information
As an IT Service Desk Analyst (fixed term), you will provide basic to moderate technical support while delivering exceptional customer service as the first point of contact for all IT issues and requests. You will interact with employees through multiple channels - including phone, chat, email, and in person ensuring a consistent and positive experience as the face and voice of IT. Your success will be measured by your ability to resolve issues efficiently through strong first-call resolution, maintain a helpful and solution-focused approach, and effectively escalate more complex needs to ensure employees can return to work as quickly as possible.
Please note this is a 12-month fixed term position
If you are interested in this exciting opportunity with Irving Oil, please apply by June 26, 2026
Irvingoil · Saint John