Help Desk Analyst

St.Amant; Winnipeg; On-site; CAD 45,000 - 65,000; Full time

Job summary

A not-for-profit organization in Manitoba is seeking a Help Desk Analyst to provide first-level technical support to staff through various channels. The role requires effective customer service skills, a related diploma, and the ability to troubleshoot hardware and software issues. Competitive salary and comprehensive benefits package offered, including Health & Dental Plans and professional development opportunities.

Benefits

Health & Dental Plans

Professional development training

Access to on-site gym

Employer-Matched Pension Plan

Qualifications

• Minimum of two years of technical support experience.
• Completion of a related diploma program.
• Ability to communicate effectively with staff.

Responsibilities

• Provide first-line technical support on hardware and software issues.
• Assist with installation of systems and software.
• Maintain records of technical issues and support interactions.

Skills

Customer service orientation

Troubleshooting

Effective communication

Problem-solving skills

Education

Related diploma program (Computer Support Technician)

Tools

Service Desk Incident Management software

Microsoft 365

Active Directory

Job description

About Us

St.Amant supports over 5,000 people in Manitoba with developmental disabilities, autism and acquired brain injury. We are a not-for-profit organization that offers a wide range of supports for adults, children and their families. Our over 2,000 staff follow a person-centered approach and adapt to the needs of each person and each family. St.Amant is guided by its core values of Collaboration, Hospitality, Excellence and Respect.

St.Amant is committed to fostering a culture of diversity, equity, inclusion and accessibility where everyone is respected, valued and empowered to bring their authentic selves - free from fear of discrimination - while celebrating the diverse identities and experiences that enrich our community. We stand firmly against individual and systemic discrimination and racism as per the Canadian Human Rights Act.

Position Summary and Scope of Service

We are seeking an energetic and customer-focused Help Desk Analyst to join our team. The ideal candidate will provide first-level technical support to staff through the service desk ticketing system, in person or over the phone, and ensure requests for support are handled promptly, effectively, and professionally.

Responsibilities

• Provide first‑level technical support on software and hardware issues.
• Assist with the installation of various systems and software.
• Maintain detailed records of technical issues and support interactions.
• Work within the service desk ticketing system to resolve and, if necessary, elevate requests.
• Stay up‑to‑date with industry developments and best practices.
• Deliver effective customer service skills when dealing with staff.
• Provide first‑line technical support, including troubleshooting and resolving hardware and software issues.
• Assist employees with computer system and software usage, including training and guidance.
• Install, configure, and upgrade hardware and software as needed.
• Keep accurate records of all technical support interactions.
• Communicate effectively with employees and management to ensure timely resolution of technical issues.
• Install, configure, and upgrade operating systems and software using standard business and administrative packages.
• Troubleshoot and maintain workstations, printers, scanners, and other IT‑related hardware.
• Arrange hardware support and service with external vendors.
• Respond to service requests from remote network locations through on‑site visits or remote takeover processes.
• Support network users by troubleshooting issues over the phone or via remote connections.
• Respond to customer requests for service using Service Desk Incident Management software to meet Service Level Agreements.
• Perform network identity and account management for users and resources through Active Directory.
• Provide training and user support for installing hardware, software, and devices.

A vehicle is required for occasional travel to other St.Amant locations within Winnipeg.

Interviewed candidates will be called upon to participate in a skills assessment.

Qualifications

Educational:

• Minimum of two years of progressively responsible experience, along with training, demonstrating the required knowledge, skills, and abilities.
• Completion of a related diploma program, such as a Computer Support Technician Diploma.

Technical Certifications (asset):

• CompTIA A+
• IT Infrastructure Library (ITIL) Foundation
• Microsoft 365 Certified: Modern Desktop Administrator Associate
• Microsoft Certified Solutions Expert

Professional:

• Provide first‑line technical support to employees, including troubleshooting and resolving hardware and software issues.
• Assist employees with the use of computer systems and software, including training and guidance.
• Install and configure existing and new hardware and software.
• Keep accurate records of all technical support interactions.
• Communicate effectively with employees and management to ensure timely resolution of technical issues.

Personal:

• Ability to work within the spirit of the Mission & the Philosophy of St.Amant.
• Ability to work harmoniously with all program and service staff, support effective communication, and promote positive employee relationships.
• Commitment to the ongoing development of technical skills.
• Strong customer service orientation.
• Effective written and verbal communication skills.
• Good problem‑solving skills.
• Works well under pressure.
• Creative and innovative, with an interest in process improvement.

Duties and Responsibilities

• Installs, configures, and upgrades operating systems and software.
• Troubleshoots and maintains workstations, printers, scanners, and other IT‑related hardware.
• Arranges hardware support and service with external vendors.
• Responds to service requests from remote network locations through on‑site support visits or remote takeover processes.
• Supports network users by troubleshooting issues over the phone or through remote connections.
• Responds to customer requests for service using Service Desk Incident Management software to ensure effective customer service and meet Service Level Agreements.
• Performs network identity and account management administration for users and resources through Active Directory.
• Provides training and user support for installing hardware, software, and devices.

Additional duties may be assigned provided they are consistent with the qualifications identified and fall within the parameters of this role.

Compensation and Benefits

We offer a competitive salary and a comprehensive benefits package that includes Health & Dental Plans, Life Insurance Plans, Long Term Disability, Employer‑Paid Employee Assistance Plan, and Employer‑Matched Pension Plan. We also offer access to an on‑site gym, professional development training opportunities, and affordable staff parking.

St.Amant is a bilingual organization. Proficiency in both official languages (French/English) would be considered an asset.

As a condition of employment, successful candidates will be required to provide a satisfactory Criminal Record Check with Vulnerable Sector Screening, Adult Abuse Registry Check, Child Abuse Registry Check and Prior Contact Check. New hires must complete a series of Occupational Health checks, confirm immunization or immunity of specific communicable diseases, and provide proof of COVID‑19 vaccination prior to start date.

St.Amant supports equitable employment practices and promotes an inclusive workforce representative of the people we support including diverse abilities, backgrounds, cultures, and identities. Applicants can request reasonable accommodations in all aspects of the selection and hiring process.

Applications received from this posting may be kept on file for up to one year for consideration in future opportunities.