IT Service Desk Analyst - Remote & Growth-Oriented

Socket.dev; Toronto; Hybrid; CAD 90,000 - 102,000; Full time

Benefits offered by this job

Competitive compensation

Professional growth opportunities

Hybrid work environment

Flexible travel program to work abroad

Employee discounts (Edvantage, Perkop}

Job summary

Ontario Teachers’ is seeking an IT Service Desk professional to provide first‑level support for Windows, Microsoft 365, and collaboration tools. You will troubleshoot hardware, software, and connectivity issues, log incidents, and escalate complex cases to senior analysts while ensuring high‑quality user experiences.

You’ll work within the Technology Services Division, collaborating daily with internal and external users and other technology teams to maintain reliable enterprise IT services.

Qualifications

• 1–2 years in a Service Desk, Desktop Support, or technical support role.
• Experience with Windows, Microsoft 365, mobile devices, printers, and collaboration tools.
• Strong troubleshooting and problem-solving abilities.

Responsibilities

• Provide first-level technical support to end-users via phone, email, chat, and in person.
• Troubleshoot hardware, software, mobile devices, printing, and connectivity issues.
• Log, update, and manage incidents and service requests in the service desk system.
• Escalate incidents to senior analysts or specialized teams as needed.
• Prioritize tickets according to SLAs and procedures.
• Install, configure, and support desktops, laptops, mobile devices, peripherals, and meeting room tech.
• Assist users with Microsoft 365 and other business technologies.
• Document troubleshooting steps and resolutions, and contribute to knowledge articles.

Skills

Windows

Microsoft 365

Mobile devices

Printers

Collaboration tools

Troubleshooting

Customer service

Microsoft technologies

Education

College diploma / university degree or equivalent IT experience

ITIL Foundation certification (asset)

Tools

Active Directory

ServiceNow

Job description

Ontario Teachers’ is seeking an IT Service Desk professional to provide first‑level support for Windows, Microsoft 365, and collaboration tools. You will troubleshoot hardware, software, and connectivity issues, log incidents, and escalate complex cases to senior analysts while ensuring high‑quality user experiences.

You’ll work within the Technology Services Division, collaborating daily with internal and external users and other technology teams to maintain reliable enterprise IT services.