Analyst - IT Helpdesk

Sioux Lookout First Nations Health Authority; Sioux Lookout; On-site; CAD 57,000 - 76,000; Full time

Job summary

Sioux Lookout First Nations Health Authority is seeking an IT Help Desk Specialist to serve as a central contact for computer connectivity, software usage, and onboarding new staff. You will maintain an asset inventory, tag equipment, and help set up workstations for staff in a fast-paced environment.

The role requires 3–5 years in IT/Help Desk, strong customer service skills, and working knowledge of Windows and macOS as well as Microsoft 365.

Qualifications

• Minimum Grade 12 and/or post-secondary education in IT or equivalent working experience.
• 3–5 years IT/Help Desk experience.
• Experience with help desk systems and troubleshooting technical issues.

Responsibilities

• Receive and respond to calls/emails for technical requests and grant system access.
• Log, solve, and close service or incident tickets as required.
• Document troubleshooting steps and escalate when needed.
• Provide deskside or remote assistance and support asset management activities.
• Update and maintain Windows-based computers and equipment inventories.

Skills

Help desk experience

Technical troubleshooting

Customer service

Asset management

Communication

Education

Grade 12 / IT education

Tools

Windows

macOS (OSX)

Microsoft 365

Job description

Description

Act as a central hub for any questions (Help Desk) on computer connectivity, usage, preventative maintenance and installation of software. Maintain a SLFNHA Inventory of computer assets and ensure Asset tagging. Setup and update new and existing computer workstations.

Salary Range: $56,576 - $75,992

Job Type: full-time existing position

Application Deadline: October 23, 2026

Qualifications:

• Persons of First Nations ancestry will be given preference (OHRC, Part II, Special Employment).
• Ability to communicate in one of the First Nations dialects in the Sioux Lookout Zone is an asset.
• Minimum Grade 12 and/or post-secondary education in IT or equivalent working experience
• IT related certifications, a definite asset
• Minimum 3-5 years experience in IT/Help Desk Support
• Have working knowledge of help desk systems, Windows systems, OSX systems and Microsoft Office 365 is a definite asset
• Ability to explain technical concepts and theories to non-technical audiences
• Strong customer service and troubleshooting skills
• Experience with asset management and hardware tracking, including purchase orders (P.O.)

Roles and Responsibilities:

• Receiving, logging, and answering calls/emails from users about various technical requests surrounding one’s profile, (ex: password resets, onboarding new employees and granting system access as per group policies). Identify technical problems on a given interaction
• Create, solve and close Service tickets or Incident tickets when required.
• Performing the initial level of problem identification and attempting to resolve when appropriate.
• Documenting any troubleshooting efforts in a problem ticket and escalating to the appropriate channels of the organization
• Provide support to on-site technicians when required in an effort to resolve any deskside or kiosk solutions
• Assistance with monitoring and tracking incident tickets to ensure a resolution occurs within the service level agreements
• Performing follow-up on Incident tickets to ensure end-user satisfaction
• Update Windows based user computers.
• Setup and configuration of SLFNHA workstations, laptops and tablets for use by SLFNHA employees
• Stay informed on new or emerging trends and technologies that provide clear benefits to the organization and/or clients.
• Keep accurate records of all IT assets, including hardware, software, and other equipment.
• Regularly update the inventory database or tracking system to reflect changes in stock levels, additions, and disposals.
• Assign unique identifiers or barcodes to each IT asset for easy tracking.
• Monitor the movement and location of assets within the organization.
• Conduct regular audits to ensure that the physical inventory matches the records.
• Verify the condition and functionality of equipment during audits.
• Collaborate with the IT team to track newly acquired IT assets and update the inventory accordingly.
• Assist in the receiving and documentation of new equipment.
• Manage the retirement or disposal process for outdated or non-functional equipment.
• Provide assistance when required and any other duties as assigned

Working Conditions

• Ability to work flexible hours, including early starts, late finishes, nights, and weekends
• Prolonged sitting at a desk and extended use of computer screens and a headset
• After-hours work as part of a rotating on-call roster
• Overtime may be required to meet operational needs

Sioux Lookout First Nations Health Authority focuses on hiring Indigenous employees whenever possible.

Candidates are encouraged to self-identify on their application. Self-identification is voluntary and the information is used to assist SLFNHA in hiring Indigenous people from the region whenever possible and to support candidates in their application.

We offer competitive and comprehensive employment benefits to Full-Time employees: