Technical Analyst

Our Calgary office has an opening for a Technical Analyst to join our IT Operations Team.

Reporting to the Manager of IT Operations, the Technical Analyst serves as the single point of contact for Fielders needing technical support. This role requires a passionate, customer-focused individual who troubleshoots issues and understands their impact on business operations. By identifying root causes, the Technical Analyst ensures timely resolutions by directly solving the issue or effectively triaging it to the right team with the necessary information.

Beyond reactive support, this role is critical to ensuring seamless IT operations by providing proactive maintenance, driving efficiencies, and enhancing security. The Technical Analyst takes ownership of process improvements and works to optimize Field Law’s technology landscape.

At Field Law, we are committed to upholding our core values of Collegiality, Integrity, and Professional Excellence. These values shape our dedication to fostering a high-quality, collaborative, and respectful environment for everyone. If you take pride in delivering effective IT solutions and want to make a meaningful impact, we encourage you to apply.

Duties + Responsibilities

Technical Support & Troubleshooting

• Serve as the first point of contact for IT support, resolving software, hardware, and network issues efficiently.
• Manage incidents through to resolution by performing troubleshooting and escalating complex or specialized issues to the appropriate teams when necessary, ensuring clear documentation and follow-through.
• Monitor escalated tickets to understand resolution patterns and strengthen the ability to resolve similar issues independently in the future.

Proactive IT Maintenance & Security

• Monitor systems, networks, and alerts to identify and prevent potential issues proactively.
• Ensure that best practices for IT security are followed and educate users on security awareness.
• Identify vulnerabilities and implement improvements to strengthen IT security.

Process Improvement & Automation

• Analyze recurring technical issues and implement long-term solutions to improve efficiency.
• Identify and recommend opportunities for automation to streamline IT processes.
• Support best practices that enhance IT service delivery , making operations smoother and more predictable.

Technical Research & Continuous Learning

• Stay updated on emerging technologies, tools, and innovations to improve IT services.
• Test, validate, and implement new solutions to optimize IT performance.

Leadership, Ownership & Customer Experience

• Take pride in delivering quality work , ensuring every resolution adds value to the business.
• Share knowledge with users and peers, contributing to team consistency and skill development
• Communicate complex technical concepts to non-technical users clearly and effectively.
• Build strong relationships with users, taking the time to understand their needs and tailor solutions accordingly.
• Consistently demonstrate accountability by owning issues, following through on commitments, and driving long-term resolution.

Education + Experience

• 3+ years of IT support, technical analyst, or related experience.
• Post-secondary degree or diploma in Information Technology, Computer Science, or a related field.
• Certifications (ITIL, Microsoft MCSA, Security+, Agile, or similar) are an asset.

Technical Skills + Abilities

• Strong problem-solving and troubleshooting skills —you don’t just fix symptoms; you solve root causes.
• In-depth knowledge of Active Directory, M365, IT security best practices, and ticketing systems .
• Experience working with monitoring and alerting tools to proactively manage IT environments.
• Ability to translate technical concepts into non-technical terms for users.
• A sense of ownership, accountability, and pride in delivering excellent IT service.
• Strong team collaboration with the ability to work independently when needed.

Working Conditions

• In-office role in Calgary with a collaborative and engaging team.
• Regular weekday office hours (37.5 hrs/week) .
• Requires the ability to work under pressure, stay professional in high-stress situations, and provide excellent customer service.
• Must be available to be on call for one week every 6 weeks.

Qualified applicants can submit their resume to: ***email_hidden***