Service Desk Analyst (IT Support)

Technology Workplace Support Technician Location Calgary, AB : Join a Challenger Being a traditional bank just isn't our thing. We are big believers in innovating the banking experience because we believe Canadians deserve better options, and we challenge ourselves and our teams to creatively transform what's possible in banking. Our team is made up of inquisitive and agile minds that find smarter ways of doing things. Overall we serve more than 370,000 people across Canada through Equitable Bank, Canada's Challenger Bank™, and have been around for more than 50 years. Equitable Bank's wholly-owned subsidiary, Concentra Bank, supports credit unions across Canada that serve more than 5 million members. Together we have over $100 billion in combined assets under management and administration, with a clear mandate to drive change in Canadian banking to enrich people's lives. Our EQ Bank platform (eqbank.ca) has been named the top Schedule I Bank in Canada on the Forbes World's Best Banks 2023, 2022, and 2021 lists. The Work This position is an entry level with 1 to 3 years of work experience. The Technology Workplace Support Technician manages the company's software (Enterprise Banking Software, Paperless System and Microsoft Suites) and hardware (desktops, servers, smartphones, and audio/visual equipment). Plus working with external service providers to install and maintain the company's technologies. In addition to the core functions, the incumbent will also perform the technology side of the relocation of Bank employees. Technical Support (60%)

Support of Desktop / Laptop / Smartphone issues from various support channels (phone or ticket system).

Actively resolves all IT End User issues from all channels (phone, email, or internal ticket system)

Provide top quality support to all levels of Bank employees.

Experience with ITIL-based service desk solutions, such as ServiceNow, Sys-Aid and Atlassian.

Maintains the Bank's audio / visual and teleconferencing equipment.

Executes the Move/Add/Change requests of Bank employees and relocation.

Managing incidents and service requests effectively; Continuously improve the internal knowledgebase with common IT issues.

Project Implementation (10%)

Assist in the System Admin team with various tasks such as preparing of Windows Server and patching.

Assist in the rollout of endpoint software via software automation / scripts or Group Policy.

Participate in Change Management and assist in implementing end-point related changes.

Maintain adequate stock needed for IT Operations. Keeping IT storage room tidy.

Support all business-critical applications are ready in the case of disaster recovery exercise.

Tracking and managing IT assets (hardware & software) throughout their lifecycle, ensuring logical and consistent operational processes are defined and standard systems are implemented to acquire and maintain assets Assist in the maintaining the patch level for all-things end-point related on all 2000 desktop/laptops.

Actively collecting and provide feedback to IT management about service levels.

Monitor Office 365 and other essential services critical to enterprise day-to-day operation.

Assist in quarterly logical access audit, producing reports and verifying it with each department.

Maintains good audit logs on all tasks related to logical or administrative access management via ticket system.

IT Procurement (10%)

Forecast and procure IT equipment needs to keep up with day-to-day operations.

Assist in login to customer portal for multiple vendors and download invoices.

Assist in preparing invoices for signatory approval along with proper GL codes.

Assist in processing procurement requests from the IT department, perform RFQ and create PO.

A college diploma in IT Computer Systems or Networks or relevant experience is required

Bachelor of Computer Science) is an asset

Customer-oriented and cool tempered

Good command of Windows command line (e.g., Working knowledge of procurement of IT equipment as well as processing invoices

1 - 3 years of technical experience in troubleshooting:

Microsoft 365

Microsoft Excel and performance issues

Audio / Visual Equipment / Conferencing Bridges / Webex etc.

AD, ADFS, AAD, Group Policy, ADMX for Office and Chrome, cck2 for Firefox

Various Microsoft Desktop operating systems including Windows 10 v1607 v1703, Mac Os Ventura.

Various configuration Windows Server 2012/R2 and 2016/R2

Variety of Mobile Devices such as Apple iOS and Android N+

What we offer [For full-time permanent roles] uD83DuDCB0 Competitive discretionary bonus ✨ Market leading RRSP match program uD83EuDE7A Medical, dental, vision, life, and disability benefits uD83DuDCDD Employee Share Purchase Plan uD83DuDC76uD83CuDFFD Maternity/Parental top-up while you care for your little one uD83CuDFDD Generous vacation policy, personal days and even a moving day uD83DuDDA5 Virtual events to connect with your fellow colleagues uD83CuDF93 Annual professional development allowance and a comprehensive Career Development program uD83DuDC9B A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience Equitable Bank is deeply committed to inclusion. In tandem with that commitment, we support and encourage our staff to grow not just in their career path, but personally as well.