IT Service Desk Analyst
$60,000–$70,000 year
On-site · Prince George, British Columbia, Canada
Job Summary
IT Service Desk Analyst at Drax is responsible for resolving incidents and fulfilling service requests in line with SLAs, identifying root causes, collaborating with internal IT and third-party suppliers, and maintaining availability and performance of IT services. The role emphasizes delivering high-quality, customer-focused support, documenting technical concepts clearly, and continuously improving IT services. Required skills include Windows 10/11, Active Directory, Entra Admin Center (Azure), Office 365, Autopilot, SCCM, anti-virus/encryption, LAN/WAN networking, VoIP/SIP, and an understanding of ITIL principles.
Required Qualifications
- Proficient in desktop/laptop hardware, network configurations, and MS Office Suite
- Experience with Windows 10/11 and telephony technologies (VoIP, SIP)
- Familiar with Active Directory, Entra Admin Center (Azure), and Office 365
- Knowledgeable in Autopilot, SCCM, and anti-virus/encryption technologies
- Strong interest in LAN/WAN networking and skilled in hardware installation
- Flexible to work outside core hours as needed
- Committed to a customer-first support approach
- Capable of clearly documenting technical concepts for customer understanding
- Effective team player with individual initiative
- Driven, detail-oriented, and skilled in managing customer expectations
- Understanding of ITIL principles (ITIL v3) and experience in continuous service improvement
- Knowledge of root cause analysis is a plus
- Familiarity with the electricity industry is desirable
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