IT Helpdesk Analyst

Running-Room; Edmonton; On-site; CAD 52,000 - 75,000; Full time

Job summary

Running Room IT Department seeks a permanent full-time IT Helpdesk Analyst in Edmonton to support daily IT operations. The role involves responding to incidents via phone, email, and ticketing, with opportunities to work across desktops, servers, storage, and network gear, while staying flexible as priorities shift.

You will handle first-line issues, escalate when needed, and contribute to documentation and knowledge bases.

Qualifications

• One or more years of IT helpdesk experience.
• Experience with Microsoft 365 administration.
• Strong communication and documentation skills.
• Willingness to work evenings and weekends as required.

Responsibilities

• Serve as the first contact for technical issues via phone, email, and ticketing, owning issues until resolution.
• Escalate issues to appropriate teams while maintaining ownership.
• Troubleshoot locally at the main office and provide remote support to stores.
• Maintain and troubleshoot IT infrastructure including servers, apps, and surveillance.
• Leverage knowledge base and document new solutions.

Skills

Microsoft 365 administration

Time management

PC & Mac hardware troubleshooting

Windows 10+ troubleshooting

Remote user support

Ticketing systems

Documentation

Communication skills

Independent problem solving

PowerShell scripting

Education

Degree or diploma in network & system administration

CCNA certification

Microsoft 365 certifications

A+ certification

Tools

Windows Deployment Services

MDT/WAIK

PowerShell

SQL scripts

Job description

Running Room Corporate Office, 9750-47 Avenue NW, Edmonton, Alberta, Canada

Job Description

Posted Friday, July 24, 2026 at 6:00 AM

The Running Room IT Department in Edmonton is looking for a permanent full-time IT Helpdesk Analyst to support the day-to-day operation and follow directions the IT Department manager provides. The team is small, and tasks change quickly. The individual needs to be flexible, well organized and able to handle the stress of changing priorities.

Responsibilities:

As member of our internal IT support team, you will be exposed to a broad scope of responsibilities and will have the opportunity to work with all aspects of the IT infrastructure, from desktops to core servers, storage, network equipment, and everything in between. You will interact directly with customers and employees at all levels of the organization.

• Serve as the first point of contact for all technical issues via phone, email, and ticket, and own those issues until they are resolved.
• Escalate issues to the appropriate teams / personnel while maintaining ownership.
• Perform local troubleshooting at our main office and remote support to our retail stores.
• Support, troubleshoot, and perform regular maintenance tasks on the IT infrastructure, including video surveillance system, Windows servers and numerous applications.
• Utilize a knowledge base and documentation to find solutions to unique problems and develop and document new solutions

Skills:

• Experienced in Microsoft 365 administration
• Strong organization and time management skills
• Installing, configuring, and troubleshooting PC and Mac hardware
• Installing, configuring, and troubleshooting Windows 10 and up, various Windows and macOS applications
• Experience with remote user support and troubleshooting
• Experience with ticketing systems
• Experience with knowledge base management
• Strong technical writing and documentation skills
• Good communicator in person, by email and on the phone.
• Ability to independently research and investigate issues and implement solutions in line with industry best practices
• Windows Deployment Services and MDT/WAIK, endpoint management
• PowerShell or similar scripting experiences would be an asset
• Knowledge of running SQL scripts

Education & Certifications:

• A degree or diploma in network & system administration
• CCNA certified-->CCNA certification is an Asset
• Microsoft 365 certifications are an asset
• A+ certification is an asset

Experience:

• One or more years as an IT helpdesk member

Working Hours:

• Support requirements split amongst all IT Department staff for coverage for evenings and weekends
• Special project hours outside of normal office hours

Running Room welcomes and encourages applications from people with disabilities. Upon request, Running Room will provide accommodations from candidates taking part in the selection process

Running Room Corporate Office, 9750-47 Avenue NW, Edmonton, Alberta, Canada