This position requires in-person collaboration up to 5 days per week. *Please note this arrangement is subject to change with business requirements.*

Why WestJet:

Every WestJet journey has the potential to enrich lives; a career with us is no exception.

WestJet arrived on the Canadian airline scene in 1996 and changed the industry for the better. We made air travel more affordable for Canadians and now we're going global.

Join us, this is where your career story takes off.

Overview of the role:

The Technical Analyst, Desktop support is responsible for providing technical assistance and support related to computer systems, hardware, software, and mobile devices. This role involves troubleshooting and resolving issues, ensuring the smooth operation of desktop environments, and maintaining network connectivity. This role has deepened expertise within the service environment and takes on mentorship and training opportunities for more junior Desktop Analysts.

Key Responsibilities:

• Install, configure, and maintain desktop computers, laptops, and peripherals.

• Diagnose and resolve hardware and software issues.

• Perform regular maintenance tasks, including software updates and system backups.

• Assist users with desktop-related issues and provide training on basic functions.

• Monitor and maintain network connectivity for desktop and mobile devices.

• Troubleshoot network-related issues and coordinate with network administrators for resolution.

• Ensure desktop computers interconnect seamlessly with diverse systems, including file servers, email servers, and application servers.

• Configure and support mobile devices, including smartphones and tablets.

• Assist users with mobile device setup, synchronization, and troubleshooting.

• Ensure mobile devices comply with security policies and procedures.

• Respond to user inquiries and provide technical support via phone, email, or in-person.

• Document and track issues using a ticketing system.

• Communicate technical issues and solutions clearly to non-technical users.

• Perform regular system updates and patches to ensure security and functionality.

• Maintain inventory of hardware and software assets.

• Assist in the development and maintenance of user manuals and guidelines.

• Manage and prioritize ticketing queues consisting of both incident and project to determine prioritization

• Mentorship and guidance of more junior desktop resources

• Act as an escalation point for higher level problems being experienced by users

• Conduct training sessions and workshops as required

Experience and Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field.

• Proven experience in desktop support, network troubleshooting, and mobile device management.

• Strong knowledge of ServiceNow, including dashboards

• Strong knowledge of operating systems (Windows, macOS, Linux) and common software applications.

• 3-5 years of experience in providing Desktop Analyst assistance

• Familiarity with network protocols and troubleshooting tools.

• Excellent problem-solving skills and attention to detail.

• Strong communication and interpersonal skills.

• Experience with all support models to ensure you can troubleshoot from problem to solution without assistance

• Certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate.

• Experience with remote desktop support tools and ticketing systems.

• Knowledge of cybersecurity best practices.

• Billingual preferred (English / French)

• Excellent customer service skills

The benefits of being a WestJetter:

WestJet provides all WestJetters with a competitive total rewards package. On top of that, we offer:

• A fun and friendly culture with colleagues who work together to win
• Travel privileges for you and your family, effective from your start date
• Savings and Benefit programs that are flexible to meet your specific needs

Think we are a fit? Apply now!

About WestJet Group of Companies

WestJet took to the skies in 1996 with just over 200 employees and three aircraft operating service to five destinations. Since then, WestJet has pioneered low-cost travel in Canada, cutting airfares in half, and increasing the flying population in Canada by more than 50 per cent. Following integration with Sunwing in 2025, more than 14,000 WestJetters support nearly 200 aircraft and connect guests to more than 100 destinations across North America, Central America, the Caribbean, Europe and Asia.

As a major Canadian employer that includes WestJet Airlines, Sunwing Vacations Group and WestJet Cargo, the WestJet Group is Canada’s leading low-cost airline and largest vacation provider, with a united purpose of providing affordable and accessible air and vacation travel to Canadians.

Our Safety Promise

At WestJet, the safety and security of our people and our guests is a core value and at the heart of what we do. As safety and security is a shared responsibility, it is expected that you will use safe work practices to ensure your well-being and the safety of others.

WestJet recognizes that the use of Alcohol and Drugs can adversely impact a safe work environment and the well-being of others including guests, suppliers and the public, as well as place WestJet's operations at risk. All roles that are identified as safety sensitive are required to pass a Pre-Employment Alcohol and Drug Test as per WestJet's Alcohol and Drug Policy.

Our Commitment to Diversity and Inclusion

We embrace what makes us each unique, and what makes us uniquely WestJet. We welcome diverse skills, experiences, and backgrounds, and if you're passionate about this role, we encourage you to apply - even if you don't meet every qualification listed. WestJet is committed to inclusiveness, equity, and accessibility throughout the selection process. If you require accommodation at any stage, please contact our Talent Acquisition team at talent@westjet.com.

We value the time and effort you put into your application. Our recruitment process is highly competitive, and while every applicant will receive communication regarding their application status, only those selected to move forward will be contacted with next steps. We encourage you to explore future opportunities with us if this role isn't the right fit at this time.

For more information about everything WestJet, please visit WestJet.com.

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