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.