Systems Support Analyst (PR-CP72-002) - Corporate Office

About The Role:

Reporting to the Manager, Infrastructure and Technology, the Analyst, Systems Support provides technical support to users across the organization. The role is responsible for troubleshooting and resolving issues involving computers, software, networks, user accounts, productivity tools, printing, and business applications.
The successful candidate will be customer-focused, technically capable, and proactive in resolving issues and identifying opportunities to improve the reliability and efficiency of IT services.

What You Will Do:

Key Responsibilities

• Provide first and second level technical support for hardware, software, networking, access, security, installations, and business applications.
• Diagnose and resolve desktop, laptop, printer, network, and application issues.
• Manage support requests through the Support Desk tracking system and maintain accurate records of issues and resolutions.
• Gather diagnostic information, research technical issues, and implement appropriate solutions.
• Escalate complex issues to appropriate technical resources with clear supporting information.
• Keep users informed of the status and resolution of their support requests.
• Identify recurring issues and trends and recommend preventative or long-term solutions.
• Create and maintain technical documentation supporting IT operations and troubleshooting.
• Support enterprise infrastructure, including servers, network switches, wireless networks, VPNs, firewalls, and virtual environments.
• Administer Microsoft Active Directory user accounts and access.
• Stay current with changes to the organization's technology environment and IT best practices.
• Participate in the after-hours on-call support rotation schedule

Qualifications

Education and Experience

• Degree in Computer Science, Computer Engineering, or a related field; or a technical diploma with an IT designation and equivalent relevant experience.
• Minimum of 2 to 3 years of experience in IT systems support and administration.

Technical Skills

• Experience supporting Windows desktops, laptops, printers, tablets, and related peripherals.
• Experience with Microsoft Active Directory and Entra in a hybrid setup and user account administration.
• Experience supporting enterprise networking, including switches, wireless, VPNs, and firewalls. Meraki Experience is preferred.
• Experience supporting Microsoft Server and virtualized environments with VMWare/ESX.
• Strong hardware and software troubleshooting skills.
• Working knowledge of IT best practices and change management.

Certifications

Microsoft, Cisco or CompTIA A+ certification is considered an asset.

Core Skills

• Strong customer service and communication skills.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Ability to communicate effectively with both technical and non-technical users.
• Ability to prioritize and manage multiple support requests.
• Strong documentation skills and attention to detail.
• Proactive and collaborative approach to IT support.

Position Information:

Location

Calgary, Alberta

Site

Bethany Corporate Office

Site Address

100, 2915 – 26th Avenue SE, Calgary AB, T2B 2W6

Classification

Systems Support Analyst (PR-CP72-002) - Corporate Office

FTE

1.00

Non- Union/Union

Department/Unit

IT - Infrastructure and Technology

Time Type

Full time

Position Type

Permanent

Shift & Hours of Work

0800 - 1615

Shift per Cycle

Monday - Friday

Position Start Date

2026-12-01

Position End Date

All applicants are thanked for their interest. Only those selected to move forward will be contacted.
Bethany Care Society is an equal opportunity employer.
Successful candidates will be required to obtain a Criminal Background Check and provide proof of all mandatory immunizations.
Bethany Care Society complies with the Personal Information Protection and Electronic Documents Act (PIPEDA). By forwarding your resume to Bethany you are consenting to the collection and use of your personal information for this job competition. Your information will be kept strictly confidential.