Analyst, End User Services & Service Desk Support

Location: Calgary Head Office, Alberta

Employment Type: Full Time - Permanent – On-site

Salary Range: SP2, Level 4, $80,325- $94,500 per year. The final compensation for this position will be determined based on individual factors, including education, qualifications, experience, and internal equity.

Analyst, End User Services & Service Desk Support

The Opportunity­­

Do you enjoy solving technical problems, working face-to-face with people, and keeping technology running smoothly in a fast-paced environment? If so, this position may be of interest to you.

The End User Services & Client Support team provides hands-on technical support to Alberta Energy Regulator (AER) staff, making sure they have the devices, tools, and help they need to do their work. As an Analyst, End User Services & Service Desk Support, you will be the go-to person for in-person support at Calgary Head Office. You will troubleshoot and resolve hardware, software, and peripheral issues, set up and maintain end-user equipment, and help colleagues use AER systems with confidence. You will also take on some Service Desk duties, such as answering calls, logging and triaging tickets, and resolving first-contact issues, so that support is consistent across all channels.

Our End User Services team is made up of talented, collaborative people who care about excellent customer service and getting it right the first time.

What your day-to-day will look like:

• Provide in-person deskside support to AER staff, diagnosing and resolving hardware, software, operating system, and peripheral issues (laptops, desktops, docking stations, monitors, printers, and mobile devices).
• Image, deploy, configure, and refresh end-user devices, including onboarding and offboarding equipment for new and departing staff.
• Set up and support meeting rooms and audio-visual equipment, including Microsoft Teams Rooms, and help with VIP and executive support as needed.
• Help cover the Service Desk by answering calls, emails, and chats; logging, categorizing, and prioritizing incidents and service requests in the IT Service Management (ITSM) tool; and resolving issues at first contact wherever possible.
• Escalate complex issues to the right resolver groups with clear, accurate documentation, and follow up until each issue is resolved to the customer's satisfaction.
• Support asset management by keeping inventory records, tracking hardware lifecycle, and handling equipment moves, adds, and changes.
• Support account and access requests, password resets, and Microsoft 365 and Windows troubleshooting in line with security policies.
• Create and update knowledge articles, how-to guides, and FAQs, and share tips with users to build their confidence with technology.
• Follow ITIL-aligned incident, request, and change management processes, and suggest ways to improve the service.

What we’re looking for in you:

• Diploma in Information Technology, Computer Systems, or a related field, or an equivalent combination of education and experience.
• Minimum of 3 to 5 years of experience in a deskside, desktop, or Service Desk support role.
• Hands-on experience supporting Windows 10/11, Microsoft 365, Active Directory/Entra ID, and common end-user hardware and peripherals. Experience with device management tools (e.g., Intune or SCCM/MECM) is an asset.
• Experience using an IT Service Management (ITSM) ticketing tool (e.g., ServiceNow) and a working understanding of ITIL processes.
• Strong troubleshooting, critical thinking, and organizational skills, with the ability to manage competing priorities in a fast-paced environment.
• Certifications such as CompTIA A+, ITIL 4 Foundation, or Microsoft 365 Certified: Endpoint Administrator Associate are an asset.
• Excellent communication and customer service skills, with the ability to explain technical information in plain language and stay calm and professional under pressure.

Additional Information:

• All applicants must be legally entitled to work in Canada at the time of application.
• Should an individual with the required qualifications not be available, applicants with closely related qualifications may be considered. As a result, the position may be redesigned and/or reclassified.
• This role has a business requirement to work from Calgary Head Office.
• Occasional work over weekend may be required.
• Must be able to lift and move IT equipment up to 23 kg (50 lbs).
• The successful candidate may be required to travel within Alberta to provide deskside support at the AER branch locations.
• Possess a fully valid class 5 driver’s license along with a positive driving record.
• If you need accommodation during any stage of the recruitment process, please email [email protected]. Information relating to the need for accommodation and accommodation measures will be addressed confidentially.

What we offer you:

• Opportunity to make a difference and be part of a performance driven team that is responsible for the efficient, safe, orderly, and environmentally responsible development of Alberta’s energy and mineral resources.
• The ability to leverage your expertise and critical thinking skills to contribute in wide-ranging, challenging, and complex work.
• Robust total reward packages including; a competitive compensation program, defined benefit pension plan(s), flexible benefits, and wellness programs.

More information about working at the AER including our comprehensive Total Rewards package can be found in the careers section of our website https://www.aer.ca/providing-information/about-the-aer/careers/what-we-offer.

Our Commitment to Diversity:

At the AER, our values of Accountability, Collaboration, Transparency, and Trust & Respect are foundational to our culture – a culture where every individual, regardless of race, colour, religion, gender, national origin, age, disability, or any other legally protected factors, thrives and contributes their unique perspectives.

Our commitment to diversity, equity, and inclusion fuels innovation, creating a brighter, more sustainable Alberta for all. Join us in shaping this dynamic future.

Application closing date: November 18, 2026, at midnight