IT Service Center Agent

De Havilland Aircraft of Canada Limited (DHC) is a storied name in the aerospace industry, recognized worldwide for its pioneering contributions to aviation and its unwavering commitment to quality, innovation, and reliability. Headquartered in Calgary, AB, DHC currently has approximately 1,400 employees across British Columbia, Alberta and Ontario, as well as in markets and distribution hubs world-wide.

Established in 1928, De Havilland Canada has a rich history marked by the development of some of the most iconic and versatile aircraft ever built. These aircraft have served a variety of roles—from bush flying to commercial aviation—and are celebrated for their rugged durability, operational versatility, and excellence in performance.

Over the decades, De Havilland Canada has evolved to meet the changing needs of the aviation industry. Today, we are more than just an aircraft manufacturer; we are a comprehensive aerospace company with capabilities that span design, production, maintenance, repair, and overhaul (MRO) services. Our operations are supported by a team of skilled engineers, technicians, and industry professionals who are dedicated to upholding the highest standards of craftsmanship and innovation.

The Organization

De Havilland Aircraft of Canada Ltd. (‘DHC’) is a proudly Canadian aerospace company currently transitioning its corporate headquarters to Calgary, AB. DHC is undertaking a consolidation of its underlying subsidiary companies under a single brand currently offering engineering, aftermarket, new aircraft manufacturing, modifications, parts manufacturing and flight training. DHC currently has approximately 1,500 employees based in BC, AB and ON as well as in markets and distribution hubs world-wide. Our strong entrepreneurial spirit, together with a culture of empowerment, quality and innovation create opportunities to grow and succeed in an organization with a proud heritage and bright future

Reporting to the Lead, IT Service Center, the IT Service Center Analyst is the front facing representative for DHC IT, participating in the daily activities related to operations and delivery of IT Services. The critical influence of this role is in ensuring the timely response and resolution to user requests, as well as responding to single and multiple users’ incidents with the appropriate level of urgency and care.

Core Responsibilities:

• Provides the first level technical support DHC business users through our primary methods of contact (Phones, Email, Chat, Self Serve, Deskside support)
• Manages workload in accordance with defined KPI and SLA measurements
• Execute Access Management activities (Account MACD)
• Build and revise process workflows based on changing needs of the De Havilland environment and services offered by IT
• Be the central point of coordination for Resolution of complex end user issues.
• Works closely with internal IT partners in “Transition to Operations” guidance and core content requirements for Service Desk support
• Must be innovative in identifying means to improve IT service quality within established boundaries.
  
  
  

Characteristics for Successful Performance:

• Builds and cultivates mutually beneficial relationships with team members and leaders, building strong external networks with people in the industry or profession.
• Creates an environment encouraging the open exchange of information and viewpoints.
• Applies self-management techniques to include: acting with integrity, demonstrating adaptability, setting personal development goals, and working efficiently.
• Ability to quickly comprehend the functions and capabilities of new technologies
• Experience working with multi-national teams
• Strong oral and written communication/presentation skills, effectively communicating technical issues.
• Strong problem solving and troubleshooting skills
• Ability to work independently, or as part of a team
  
  
  

Required Professional Qualifications and Education:

• Bachelor’s degree in computer science, engineering, business or another relevant field combination of education and real-world experience
• 2 - 5 years of IT work experience in various user facing roles
• 5 years of experience working in a Service Desk including support for desktop support, customer service and/or production support in multi-platform environments.
• Previous experience in generating knowledge articles
• Microsoft Office and O365
• Apple product Management
• Windows 10 & 11 image management
• MS Teams
• Active Directory
• Citrix and VM configuration
• Proficient troubleshooting VPN technologies
• In-Tune
• SCCM
• MS Teams Meeting room & AV technology
• Previous experience in developing quick reference guides and self-help content for users.
  
  
  

At De Havilland Aircraft of Canada (DHC), we are committed to protecting our people, customers, shareholders and the public through Health & Safety Excellence. As such, it is expected that all employees maintain strict adherence to Health & Safety Policies and to perform key physical tasks of the position described in the job description and interview process. This may include but is not limited to the ability to work in a variety of environmental conditions including temperature extremes, confined spaces, working at heights and with or around chemicals. Employees are expected to adhere to the use of personal protective equipment (PPE) when at work which must include but is not limited to the ability to maintain a positive fit test when mask use is required.

At De Havilland Canada, we aim to be inclusive and diverse and provide equal opportunity for employment. All qualified applicants, regardless of gender, age, race, religion, sexual orientation, and disability, are encouraged to apply. De Havilland will accommodate the needs of applicants with disabilities throughout all stages of the selection process. If you need accommodation during the recruitment process, please advise your Talent Acquisition representative. Information relating to the need for accommodation and accommodation measures will be addressed confidentially.

Any offer of employment is conditional on the completion of positive and satisfactory background checks, which may include, proof that you are legally entitled to work in Canada, professional references, verification of employment history, verification of educational background and criminal background checks.