Intermediate Service Desk Analyst

N-able Technologies Ltd.; Ottawa; On-site; CAD 45,000 - 65,000; Full time

Benefits offered by this job

Medical, dental & vision coverage

Generous PTO & holidays

Volunteer days

Job summary

N-able Technologies Ltd. is seeking a capable IT Support Specialist in Ottawa to handle daily employee IT support, manage user identities, and assist with incident and service requests in an ITIL-based environment.

You will collaborate with teams to ensure smooth operations and quickly resolve issues while maintaining security protocols. Ideal candidates have 1–3 years of endpoint support experience, familiarity with Office 365, Jira/Confluence, and cloud-based management tools.

Qualifications

• Clear written and verbal communication skills in a professional environment.
• Proven ability to prioritize tasks and manage time effectively.
• Familiarity with IT service management practices (ITIL) is a plus.

Responsibilities

• Provide day-to-day IT support for N-able employees.
• Manage user identities and endpoints using cloud-native tech.
• Assist with incident and service requests in an ITIL-based environment.
• Support other duties as assigned by management.

Skills

Communication skills

Problem solving

Time management

Adaptability

Endpoint support

ITIL awareness

Education

Bachelor's degree in Information Systems / Computer Science

Tools

Office 365

Jira

Confluence

Azure AD

Intune

ITIL

Job description

Why N-able

At N-able, we’re not just helping businesses be secure —we’re redefining what it means to be cyber resilient. Our end-to-end platform blends AI-powered capabilities and flexible tech stacks, so customers can manage, secure, and recover with confidence. But the real power behind it all? Our people. We’re a global crew of N-ablites, who love solving complex problems, sharing knowledge, and delivering solutions that actually make a difference. If you're into meaningful work, fast growth, and a team that’s got your back, you’ll be surrounded by people who believe in what they do—and in you.

What You'll Do

• Provide day-to-day I.T. support for N-able employees.
• User identity and endpoint management via cloud native technologies.
• Assist with incident and service request management in an ITIL based environment.
• Other duties as assigned by management.

What You'll Bring

Basic Qualifications

• Excellent interpersonal, verbal and written communication skills
• Ability to quickly assess challenges, and clearly set expectations on next steps.
• Effective organization and time management skills.
• Ability to quickly adapt to changes in technology and/or business processes.
• 1-3 years supporting endpoint OS. (Windows, macOS)
• 1-3 years supporting productivity suites (Office 365, Atlassian Jira / Confluence)
• 1-3 years IT Asset Lifecycle Management (deploying, maintaining, retiring IT hardware)
• 1-3 years ITIL based Service Management (Jira Service Management, ServiceNow, Remedy)

Preferred Qualifications

• Industry certifications (ITIL, Microsoft, etc.) or degree in Information Systems, Computer Science, or relevant field.
• 2+ years working with Cloud Infrastructure (Azure AD, Intune).
• 2+ years working as a “Level 2” or escalation support resource.

Purple Perks

• Medical, dental and vision – for employee, partner, and children!
• Generous PTO and observed holidays
• 2 Paid VoluNteer Days per year
• Retirement Savings Plan
• Employee Stock Purchase Program
• On-site gym access at select Collaboration Hubs
• FuN-raising opportunities as part of our giving program
• N-ablite Learning – custom learning experience as part of our investment in you

About N-able

At N-able, our mission is to protect businesses against evolving cyberthreats with an end-to-end cyber resilience platform to manage, secure, and recover. Our scalable technology infrastructure includes AI-powered capabilities, market-leading third-party integrations, and the flexibility to employ technologies of choice—to transform workflows and deliver critical security outcomes. Our partner-first approach combines our products with experts, training, and peer-led events that empower our customers to be secure, resilient, and successful.