IT Technical Support Analyst - Deskside

The Role

Accurate is on the hunt for a Deskside Support Analyst to join our team in our Edmonton office. The Deskside Support Analyst’s primary role is to provide white-glove priority onsite support to select clients. As this is a premium service offered to Accurate clients, the successful candidate will have a high level of professionalism to create trust in the Accurate brand.

The Deskside Support Analyst will work from the office of an assigned client up to 4 days per week. While onsite, the Deskside Support Analyst will work through their team’s helpdesk ticket queue for an array of clients; should a ticket requiring deskside help arise from the assigned client, the Deskside Support Analyst is already onsite to assist. Fridays are reserved as “Accurate office days” for the Analyst to enjoy their team’s company and participate more directly in Accurate’s office community.

This role may require occasional after-hours and/or weekend support.

The Responsibilities

As in most technical roles, the Deskside Support Analyst can expect a high degree of variability each day while managing the following tasks:

1. Bringing support tickets to resolution to minimize client downtime
   • Staying up-to-speed on active tickets; creating, resolving or escalating as required
   • Keeping detailed ticket notes, in real-time
   • Communicating with the client at each stage of the ticket
   • Updating documentation to reflect clients’ changing needs
2. Providing “priority” deskside support to your assigned client
   • Be an expert in your client’s critical Line of Business apps and technologies
   • Update documentation for all changes to their environment, discovered discrepancies, or new information learned
   • Complete industry-relevant/LOB training, as required
   • Work closely with the Accurate Account team, attending regular meetings and wellness check-ins
3. Provide additional support to other areas of Accurate as required
   • Aiding in Project tasks while onsite
   • Providing on-call or after-hours support when scheduled
   • Maintain industry-relevant certifications and training

The Qualifications

You’ll be a good fit for this role if you have the following traits and qualifications:

• You have a minimum 2 years’ experience with remote and/or onsite technical support
• You are personable, professional, and easy to get along with; clients feel comfortable requesting your help while you’re onsite
• You have strong problem-solving/investigative skills
• You take pride in seeing tasks through to completion
• You have keen attention to detail and strong time-management skills

Why Work Here?

We offer competitive salaries, health and wellness benefits (including a health spending account), and a fitness allowance—but so do a lot of other companies. What makes Accurate stand out from the herd?

• We value your personal and professional growth—we offer generous professional development allowances, and you’ll have the opportunity to grow upwards in your career
• You’re not a cog in a giant, immoveable, unthinking machine—be a part of a company where your voice is valued and your ideas can be put into motion
• Life’s too short to work with people you dislike—we focus on building a diverse crew of good and talented people, and we stay connected through social events worth writing home about

About Us

Accurate Network Services Inc. is an IT Managed Services Provider serving Edmonton and Calgary. Our mission is to use Accurate as a platform to better the lives of the people we work with—through collaborative partnerships with our clients, employees, vendors, and surrounding communities, we believe we can achieve that. We’ve been living out our vision for over 15 years, growing from a one-man-shop to the 50+ person organization we are today. We’re proud of the high-quality service we offer our clients—service so good it’s actually worth talking about; the majority of our business growth is the result of word-of-mouth referrals.

Join our team and come build something special with us!

Job Types: Full-time, Permanent

Pay: $27.00-$30.00 per hour

Expected hours: No less than 40 per week

Additional pay:

• Bonus pay
• Overtime pay

Benefits:

• Casual dress
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• On-site gym
• On-site parking
• Paid time off
• Tuition reimbursement
• Vision care
• Wellness program

Schedule:

• 8 hour shift
• Monday to Friday
• On call
• Overtime

Application question(s):

• Are you currently local to the Edmonton area? (Not thinking of relocating)
• If not a citizen or permanent resident, do you hold a valid Canadian work permit?

Experience:

• Microsoft 365 Administration: 1 year (required)
• Microsoft Windows Server Administration: 1 year (preferred)

Language:

• English (required)

Licence/Certification:

• CompTIA A+ (preferred)
• CCNA (preferred)
• Microsoft certifications (AZ-900 etc.) (preferred)
• Alberta Drivers' License (required)

Work Location: In person

Application deadline: 2024-11-15