Intermediate Service Desk Analyst to lead, manage and prioritize ticketing Queue to Infrastructure, hardware
Job in
Edmonton, Alberta, Canada
Listing for:
S.i. Systems
Full Time, Contract
position
Listed on 2026-01-13
Job specializations:
-
IT/Tech
IT Support, HelpDesk/Support, Technical Support, Desktop Support
Job Description & How to Apply Below
Position: Intermediate Service Desk Analyst to lead, manage and prioritize ticketing Queue specific to Infrastructure, hardware
Our client is seeking a Intermediate Service Desk Analyst to lead, manage and prioritize ticketing Queue specific to Infrastructure, hardware and application requests for field contractors
Candidates must be located in Grand Prairie. Will be 5 days in-office. 8 Hours/day (7:30AM to 4:30PM). After hours work may be required
Must haves:
5+ years of experience in a Desktop Support or Service Desk role with experience coordinating Queue Management to field workersExperience providing support for hardware, infrastructure
, and/or application support functions (Windows operating systems, MS Office, desktop imaging and deployment, switches, routers)Experience with basic ITIL conceptNice to haves:
Excellent Communication and Customer Service Skills.First Aid and WHMISFamiliarity with ticketing systems (e.g., Service Now, Connect Wise).Excellent communication and interpersonal skills.Ability to work well under pressure and prioritize tasks effectively.ITIL certification is a plus but not necessaryResponsibilities:
Manage and prioritize IT service requests and incidents in the ticketing queue.Monitor ticket queues, assign tasks to appropriate technician, and ensure timely resolution.Update tickets in a timely manner to ensure service levels for ticket response and resolution are achieved.Follow up with Field technicians to ensure tickets are properly updated with sufficient details.Collaborate with IT support staff, system administrators, and other stakeholders to address technical issues.Provide first-line technical support for desktops, laptops, and peripherals, both in person and remotely.Diagnose and resolve hardware and software issues promptly to minimize downtime.Install, configure, and maintain desktop operating systems, software applications and updates.Set up and deploy new hardware and software as needed.Conduct hardware repairs and upgrades, including memory, hard drives, and peripherals.
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