Service Desk Analyst

Job description

Job Summary We’re looking for an experienced Service Desk Analyst to join us remotely & on-site in Calgary. When something breaks, a new team member starts, or a new SaaS product is being deployed across the organization, you’ll be first in line to pick it up. This is a hands-on role owning the day-to-day technology that keeps our organization productive, and is focused on enhancing the end-user experience. This role is a great fit for someone who is looking for a little bit of everything - end-user hardware & operating systems, virtual machines, IAM (Microsoft, AWS, and Google Workspace), common business applications, troubleshooting, asset management, and the systems that tie everything together. You’ll be the person people turn to when something isn’t working, and the person who quietly makes sure those things keep working in the first place. In an industry that is always changing, you’ll never be expected to know it all. However, you will need to be open to working with team members who have different technical backgrounds, curious about new technology, and reliable at seeing things through. Responsibilities Technical Support: Installing, configuring, troubleshooting, maintaining, and upgrading hardware & peripherals used by team members. Run onboarding and offboarding for new hires in Calgary, and remote locations, including provisioning of hardware, recovering equipment, re-provisioning, and coordinating with stakeholders in a thorough and timely manner. Handle day-to-day Google Workspace tasks for office staff, such as user access changes, onboarding/offboarding of accounts, MFA compliance, group membership, and shared drive permissions, working within the structure already in place. Maintain inventory, lifecycle of hardware assets in the office, and remote, including procurement, tagging, labelling, documenting chain of custody for sensitive equipment, and decommissioning hardware as needed. Conduct software audits to identify unused or over-deployed licenses and follow-up to reduce cost and environment complexity. Support compliance with company policies in the office, including HIPAA and PHI handling, and partner with Security on audits and remediation as needed. Triage and resolve service desk tickets for office staff, escalating where appropriate and documenting fixes for the team. Maintain documentation and evidence for access-related requests. Ensuring changes follow established change management procedures, and offering best-practice guidance for aligning IT services with business needs. Provision and manage SaaS application access for staff (SSO, license assignment, role and permission setup), working within the access models already defined. Skills and Experience 4+ years in an IT support, systems administration, or service desk role with progressive responsibility. Working knowledge of the Google Workspace admin console for user, group, and access management. Comfort supporting a mixed Windows / macOS / Linux fleet, mobile devices such as Android and iOS, including hardware-level and software-level troubleshooting. Working knowledge of networking fundamentals such as TCP/IP, DNS, DHCP, VPN, LAN, WLAN, WAN, VLAN. Practical understanding of information security, including identity and access management, endpoint security, and patching discipline. Experience working in a HIPAA or otherwise compliance-regulated environment is a strong plus. Comfortable leading the IT response to identity-driven threats including suspicious login attempts/activity, and access anomalies is a plus. Excellent communication skills, with comfort talking to both technical peers and non-technical end users. Certifications related to responsibilities of this role are a plus. Experience automating, programming, or building tools/integrations is a plus. About Curve Dental: Curve Dental is looking for a skilled and driven individual to join our team! Curve provides Dental Practices with award winning software and high-level customer support. Our software allows dentists to manage their full business including patient scheduling, billing, imaging and record keeping. Beyond the day to day business we are committed to building a work environment where employees feel safe and appreciated for their contributions. We value our team's individual and combined success, and we have fun along the way!