Application Support Analyst

Durabuilt Windows & Doors is a leading Canadian manufacturer of high-performance windows and doors, engineered specifically for the Canadian climate. With a strong presence in the B2B and B2C markets, we provide innovative and energy-efficient solutions to builders, contractors, and homeowners across Canada.

At Durabuilt, we embrace technology and process innovation to enhance our business operations. Our IT team plays a critical role in ensuring that the ERP, CRM, HRIS, and custom-built applications used by employees and partners operate smoothly and efficiently.
## About the Role
We are looking for a customer-focused and detail-oriented Application Support Analyst (On-Site) to join our IT Application Services team in Edmonton.
This role is responsible for Level 1 (L1) application support, ensuring timely resolution of support tickets, guiding end-users through application workflows, and assisting with small system changes. You will be the first point of contact for application-related issues, helping users with ERP, CRM, HRIS, and other business applications.
## Key Responsibilities

- Monitor and manage incoming support tickets in an IT service management (ITSM) system, ensuring issues are resolved within SLA timelines.
- Troubleshoot and resolve Level 1 (L1) application issues, escalating complex cases to L2 support when necessary.
- Provide process guidance to end-users on tasks such as submitting discount approvals, updating quotes, and navigating ERP/CRM systems.
- Conduct small-scale user training on minor system changes to ensure smooth adoption.
- Create and maintain knowledge base articles to document recurring issues and standard operating procedures.
- Work closely with IT teams and business stakeholders to ensure seamless application performance.
- Assist occasionally with application testing during major system deployments or updates (rare weekend involvement).
- Foster strong relationships with users, providing clear and professional communication while resolving issues.

Qualifications & Experience

- Education: Diploma or Bachelor's degree in IT, Computer Science, Information Systems, or a related field (preferred).
- Experience: Entry-level to 1-2 years in an application support, IT helpdesk, or similar role.
- Technical Knowledge: Exposure to ERP, CRM, and HRIS systems (prior experience is an asset).
- Familiarity with IT service management (ITSM) tools such as ServiceNow, JIRA, or other ticketing systems.
- Basic troubleshooting of business applications (not hardware or network support).

- Certifications (Preferred, Not Required): ITIL Foundation (best practices in incident management).
- Microsoft Fundamentals (for those working with Microsoft applications).
- Salesforce Administrator (if working with CRM).

Key Skills & Attributes

- Excellent communication skills with the ability to interact effectively with users at all levels.
- Strong problem-solving skills with a proactive approach to troubleshooting.
- Patience and adaptability when working with non-technical users.
- Ability to build rapport and establish positive working relationships.
- Attention to detail when documenting issues and creating knowledge base materials.

Why Join Us?

- Opportunities for career growth – move into L2 support, business analysis, or development as you gain expertise.
- Work with a diverse set of enterprise applications in a growing company.
- A supportive and collaborative IT team that values knowledge-sharing and process improvement.

Thank you for applying!