IT Operations Analyst

McDougall Energy is a Canadian family-owned business that distributes quality petroleum products and services reliably and responsibly. We are dedicated to delivering customized solutions that meet customers’ needs, improve lives, and enrich communities.

At McDougall Energy, we believe every team member has a role in fulfilling our purpose. That's why we give our people the trust, support, and opportunities they need to do their best work. We invite you to join us as we continue to connect customers to the energy solutions of today and tomorrow.

We are proud to be recognized as a Platinum Club member of Canada's Best Managed Companies, having consecutively retained our designation since 2011.

McDougall Energy is looking for an analytical and methodical individual to fill the position of IT Operations Analyst. Reporting to the IT Services and Operations Manager, the IT Operations Analyst is responsible for providing support for corporate solutions that enhance mission-critical business operations. The IT Operations Analyst will collaborate with department stakeholders to identify, recommend, develop, implement and support technology solutions for all aspects of the organization.

Responsibilities include:

Prioritizing and responding to incoming support requests via multiple support channels and escalate accordingly, based on Service Level Agreements (SLAs).

Document and manage support requests and resolutions in our ticketing system (FreshService).

Provide technical support, training and guidance to end-users and staff.

Troubleshoot and resolve hardware and software issues on user devices both on-site and remotely, including our delivery trucks.

Monitor and analyze IT systems to identify trends and resolve issues.

Develop, document and implement strategies for improving IT systems and processes.

Ensure smooth operation of IT infrastructure and applications.

Collaborate with other teams and departments to ensure seamless support and service delivery.

Coordinate with vendors for procurement of IT assets and services.

Participate in an on-call rotation.

The ideal candidate will have:

College Diploma or University Degree in Computer Science, Information Technology or a related field.

Previous experience in system administration and/or support role in a medium-to-large enterprise environment.

Proficiency in IT systems, networking and applications; knowledge of operating systems and cloud services.

Strong analytical and troubleshooting skills to identify and resolve complex IT issues.

Excellent verbal and written communication skills to interact and build rapport with users and team members.

Understanding of ITIL key concepts, including Incident and Change Management.

Experience with imaging and deployment of end user devices through automated tools (MDM).

Motivation to stay updated with the latest technology, trends and adapt to new tools and techniques.

Valid G-Class Driver’s License.