INFORMATION TECHNOLOGY - IT, SUMMER STUDENT

Calgary, AB, Canada Req #48

Tuesday, April 16, 2024

IT, SUMMER STUDENT - Service Desk Analyst Level 1 - Summer Student (temporary)

JOB SUMMARY

To support, maintain and improve the Information Technology environment to meet the business goals and requirements of Ensign Energy Services Inc.

INTERNAL RELATIONSHIPS

All Divisions of Ensign Energy Services Inc.

EXTERNAL RELATIONSHIPS

Hardware and software vendors, contractors, consultants, students, and interns

SPECIFIC RESPONSIBILITIES AND ACCOUNTABILITIES

• To provide support for all users of the Ensign Energy network – local and remote field/office locations, rigs/field units
• To learn and master processes used by the service desk
• To support and promote Ensign I.T. policies; participate in safety initiatives; to promote the service desk as single point of contact; develop insight into user acceptance of evolving computer systems/technologies
• To demonstrate a willingness to advance knowledge and role by taking on additional responsibilities of imaging; printer driver management/upgrades; introductory citrix farm troubleshooting; network troubleshooting; voip troubleshooting
• To develop an independent/Self-directed approach with the ability to function under pressure handling a wide variety of email and telephone requests in a stressful rapidly changing team environment
• Strong interpersonal skills with proven customer service delivery skills
• Identify, plan and complete small infrastructure projects relating to networking, software upgrades, and technical advancement projects
• Maintain knowledge of new products and services
• Participate in on call rotation; business migrations/integrations; office moves; network updates/upgrades
• Participate in Customer services, business acumen and technical knowledge training
• Valid driver's license; ability to travel to remote locations as required, albeit seldom.

TECHNICAL COMPETENCIES

• To handle the unassigned ticket que; manage personal and team ticket queues using Ensign's ticket system; identify calls which require escalation; effectively capture and update tickets with resolution information
• To work with Ensign users; develop a confidence in I.T. support system; to identify issues, trends, problems; to enhance customer knowledge and acceptance of I.T. systems; provide a resolution on first contact wherever possible
• To create/terminate accounts in Active Directory, Mitel VoIP, Pason, NOV; grant security/permissions access; manage hardware troubleshooting and deployments
• Knowledge/training/experience in computer and networking software/systems – Windows 10; Office 365; Active Directory; Citrix; Bomgar; Pason; Imaging, Backup Tools; Symantec Endpoint Detection; Engineering software such as Solidworks, AutoCAD, SAFI, Inventor, or MathCAD; Netmotion; AD Manager Plus
• Knowledge and experience with network principles; networking hardware; VoIP; Imaging; Networked software licensing; remote access tools

BEHAVIORAL COMPETENCIES

• Knowledge of business communication and business practices
• Excellent verbal and written communication skills
• Excellent teamwork skills
• Second language – Spanish an asset but not required.

EDUCATION AND EXPERIENCE

• Degree/Diploma in Networking/Computer Technology from a University /Technical Institution
• 0 – 3 years' experience in a Service Desk/Help Desk analyst role with experience in a customer service position

OTHER ACCOUNTABILITIES

• Business Ethics – Understands fully Ensign's ethics policy and its application in all business dealings including contractual agreements and contract negotiations
• Business Policies - Understands and agrees to follow all of Ensign's Policy and Directives and procedures as set forth in the Ensign Company Policy and Basic Directives Handbook for Employees
• Certifications – Maintains technical and safety certifications required by company or government agencies; remains current on all OSHA, EUSD and other required training
• Drug-free workplace - Conforms to a drug-free workplace, not be under the influence of mind-altering prescription or non-prescription drugs, including alcohol and other drugs of abuse.
• Occupational Health and Safety – Understands fully the Ensign Health and Safety policy and self-responsibility for own health and safety at work; Demonstrates responsibility to avoid adversely affecting the health and safety of others through any act or omission
• Uses the correct protective clothing and equipment as provided by Ensign and guards against misuse or damage to such equipment
• Reports any hazardous situations arising in the workplace that cannot be self-corrected, or injury incurred during the course of work, no matter how minor
• Avoids injury resulting from manual handling tasks, by use of risk assessment, correct mechanical handling equipment and correct manual handling techniques

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