Deskside Support Analyst

Date: Mar 17, 2023

Location: Calgary, Alberta, Canada

Company: Trans Mountain

Trans Mountain operates Canada’s only pipeline system transporting oil products to the West Coast. We deliver approximately 300,000 barrels of petroleum products each day through 1,150 kilometres of pipeline in Alberta and British Columbia, and 111 kilometres of pipeline in Washington state.


Our Core Values

Trans Mountain’s core values – Safety, Integrity, Respect and Excellence – guide our every step. Each obstacle we’ve overcome or success we’ve experienced has been the result of a shared commitment to living these values every day. Together, we’re focused on doing the right thing for each other and our communities.


As a Deskside Support Analyst with Trans Mountain, you’ll have the opportunity to work with a progressive and fast-paced group of professionals in the Calgary Corporate Office,

The successful candidate will be responsible for providing support to the organization's end users as it pertains to their computing systems. This will include but not be limited to break fix, application productivity and printer support. As Deskside Support Analyst, your expertise must comprise of solving problems effectively, offering advice, moderating solutions, and serving as an advocate for the people you support. 



Key Deliverable/Responsibilities

  • Act as the primary IT support resource for our Calgary Corporate Office whose duties will include but not be limited to: Managing break-fix and service requests using the ServiceNow ticketing system, IT asset management and inventory controls and end-user application & computer support
  • Facilitate requests from the Network and Infrastructure teams to rack and un-rack switches and servers and do limited troubleshooting with remote guidance from those teams
  • Provide MS Teams meeting room support on site
  • Individual support for senior leaders and their admins
  • Process and documentation lifecycle support with the lifecycle management of some of our IT processes and practices
  • Provide guidance in the use of Microsoft Office, O365 and mobile device support
  • Troubleshoot issues and support with Microsoft products



  • Minimum High School Diploma
  • Minimum of 6 years’ experience performing deskside support in enterprise-class organizations
  • Designation of ITIL v4 will be considered a strong asset
  • Experience with Active Directory, Active roles, O365, Azure AD and Exchange Online (desired)
  • Experience with enterprise access management and role management (desired)
  • Experience using or administering the Service Now platform
  • Experience with break-fix end user compute support
  • Experience with remote support tools and processes
  • Experience with compute imaging and SCCM products
  • Proficient in Microsoft Excel, Word, PowerPoint, and Outlook
  • Must be a team player with a positive attitude
  • Self-motivated, capable of performing tasks with minimal supervision
  • Able to prioritize and handle multiple tasks simultaneously
  • Attention to detail is critical
  • Ability to work well under pressure and handle strict deadlines
  • Strong organizational skills
  • Excellent verbal and written English communication skills
  • Ability to work in a fast-paced and dynamic environment
  • Must be a problem solver with the ability to find resolutions



  • This position will be working in the Calgary office and is not open for remote or hybrid working environment



We Build Careers and Pipelines That Last

Our story is about determination, resourcefulness and resilience. It’s about charting our own course, finding innovative solutions to challenging problems and doing the right thing. It was true when Trans Mountain became a company in 1951 and it’s just as true today. We welcome new members to our team that embrace the qualities in our story, that thrive on the new path and directions we take.  Our culture is one of care and taking our responsibilities seriously. If you would like to contribute to our culture, then join our journey.


A Rewarding Opportunity


We offer:

  • Valuable experience providing opportunity for professional development and career advancement;
  • An opportunity to engage with and learn from some of the most talented and experienced people in the business;
  • Competitive compensation;
  • Comprehensive benefits programs including flexible benefits, pension and savings plans
  • A place to share a sense of purpose and build relationships;
  • Meaningful work that makes a difference;
  • An opportunity within the Canadian energy industry.


We value:

  • The health, safety and wellness of everyone working in our company;
  • Meaningful participation from Indigenous and local communities;
  • The commitment and resilience of our people;
  • Collaboration and achieving success together. 


In keeping with Trans Mountain’s commitment to maximize benefits for communities, priority will be given to qualified candidates from Indigenous, local and regional communities along the Trans Mountain existing, and expansion, pipeline corridor.


In Alberta, the existing pipeline system spans the traditional territories of Treaty 6, 7 and 8, and the Métis Nation of Alberta (Zone 4).


In British Columbia, the system crosses the traditional territories of numerous First Nations that are affiliated with the Secwepemc, Dakelh (Carrier), Nlaka'pamux, Syilx/Okanagan, Interior and Coast Salish, Stó:lo, as well as the Métis.

Trans Mountain also operates through 15 First Nation Reserves located within the region spanning the BC interior through Fraser Valley.


Our Commitment to Diversity and Inclusion

Trans Mountain is committed to supporting diversity and individual differences.  The diverse viewpoints and cultural knowledge that our employees bring to work enrich our organization’s collective cultural understanding, which is reflected in the work we do every day.  Trans Mountain welcomes new team members from traditionally underrepresented groups, including women, Indigenous Peoples, members of visible minorities and persons with disabilities.