Help Desk Analyst

Jobtailor

Aylmer

On-site

CAD 42,000 - 54,000

Full time

3 days ago

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Job summary

Jobtailor is seeking an IT Help Desk professional to provide first-level support for employees across phone, email, Teams, and in person. You will handle tickets, troubleshoot hardware and software, and manage user accounts within Microsoft 365 environments.

As part of a fast-paced team, you will assist with onboarding, asset management, cybersecurity awareness, and IT projects while maintaining clear documentation and excellent customer service.

Qualifications

Post-secondary education in IT/CS or related field preferred.
1-3 years in a help desk or similar IT support role.
Strong troubleshooting and problem-solving skills.
Experience supporting Windows-based computers and Microsoft 365 environments.
Familiarity with Active Directory, Entra ID/Azure AD, Teams, and IT support tools.
Knowledge of TCP/IP, Wi-Fi, VPNs, printers, and connectivity troubleshooting.
Strong customer service and communication skills.
Ability to prioritize multiple requests in a fast-paced environment.
Strong attention to detail and documentation skills.
Ability to maintain confidentiality and handle sensitive information.

Responsibilities

Provide first-level technical support to employees by phone, email, Teams, and in person.
Respond to, prioritize, and resolve help desk tickets within established service levels.
Troubleshoot hardware, software, connectivity, printing, Microsoft 365, and other common IT issues.
Set up, configure, and maintain computers, laptops, monitors, mobile devices, printers, and other IT equipment.
Create, modify, and disable user accounts and access permissions in accordance with company procedures.
Assist employees with password resets, account access, MFA, and other user-access issues.
Install, configure, and update software and applications.
Support Microsoft 365 applications including Outlook, Teams, SharePoint, and OneDrive.
Assist with onboarding and offboarding employees, including equipment setup, account provisioning, and collection of IT assets.
Maintain accurate records of IT equipment, software, licenses, and user assignments.
Escalate complex issues to appropriate IT resources.
Monitor recurring issues and identify opportunities to improve systems and user experience.
Maintain and update technical documentation and troubleshooting procedures.
Assist with cybersecurity initiatives, including security awareness, endpoint protection, phishing prevention, and access controls.
Support IT projects, system upgrades, deployments, and other technology initiatives.
Ensure IT practices comply with company policies and security requirements.
Provide a high level of customer service and communicate technical information clearly.
Perform other IT-related duties as assigned.

Skills

Troubleshooting

User Account Management

Software Installation

Networking Concepts

Microsoft 365

Windows Support

Technical Documentation

Cybersecurity Awareness

Help Desk Support

IT Equipment Maintenance

Education

Post-secondary education in IT/CS or related field

Tools

Entra ID/Azure AD

Active Directory

SharePoint

OneDrive

VPNs

Job description

Provide first-level technical support to employees by phone, email, Teams, and in person.
Respond to, prioritize, and resolve help desk tickets within established service levels.
Troubleshoot hardware, software, connectivity, printing, Microsoft 365, and other common IT issues.
Set up, configure, and maintain computers, laptops, monitors, mobile devices, printers, and other IT equipment.
Create, modify, and disable user accounts and access permissions in accordance with company procedures.
Assist employees with password resets, account access, MFA, and other user-access issues.
Install, configure, and update software and applications.
Support Microsoft 365 applications including Outlook, Teams, SharePoint, and OneDrive.
Assist with onboarding and offboarding employees, including equipment setup, account provisioning, and collection of IT assets.
Maintain accurate records of IT equipment, software, licenses, and user assignments.
Escalate complex or unresolved technical issues to appropriate internal or external IT resources.
Monitor recurring issues and identify opportunities to improve systems, processes, and user experience.
Maintain and update technical documentation, knowledge-base articles, and troubleshooting procedures.
Assist with cybersecurity initiatives, including security awareness, endpoint protection, phishing prevention, and access controls.
Support IT projects, system upgrades, deployments, and other technology initiatives as required.
Ensure IT practices comply with company policies, security requirements, and applicable standards.
Provide a high level of customer service and communicate technical information clearly to employees with varying levels of technical knowledge.
Perform other IT-related duties as assigned.

Requirements

Post-secondary education in Information Technology, Computer Science, or a related field is preferred.
1-3 years of experience in a help desk, service desk, desktop support, or similar IT support role.
Strong troubleshooting and problem-solving skills.
Experience supporting Windows-based computers and Microsoft 365 environments.
Familiarity with Active Directory, Entra ID/Azure AD, Microsoft Teams, and common IT support tools.
Knowledge of basic networking concepts, including TCP/IP, Wi-Fi, VPNs, printers, and connectivity troubleshooting.
Strong customer service and communication skills.
Ability to prioritize multiple requests and work effectively in a fast-paced environment.
Strong attention to detail and documentation skills.
Ability to maintain confidentiality and handle sensitive information appropriately.

Core Competencies

Demonstrates expertise in providing first-level technical support, troubleshooting hardware and software issues, and managing user accounts within Microsoft 365 environments. Strong focus on customer service, effective communication, and maintaining IT compliance and documentation.

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