Senior IT Help Desk Escalation Engineer

Sioux Lookout First Nations Health Authority; Sioux Lookout; On-site; CAD 63,000 - 84,000; Full time

Benefits offered by this job

Health benefits

Dental benefits

Time off plans

Pension plan

Job summary

The Sioux Lookout First Nations Health Authority is seeking an experienced IT professional to act as the escalation point for the Help Desk (Level 1). You will troubleshoot complex connectivity, hardware, software, and network issues and administer Microsoft 365, Intune, and MDM systems while supporting IT projects from planning through completion.

You will maintain asset inventory, manage AD/Entra ID, and contribute to cyber security and disaster recovery efforts in a fast-paced, on-site

Qualifications

• 5+ years in IT support handling escalated or advanced issues.
• Post secondary IT/CS degree or equivalent experience.
• IT certifications are an asset (e.g., MS MD, CompTIA, ITIL, PMP).
• Preference for First Nations ancestry per OHRC guidelines.
• Experience with Microsoft admin portals and Intune.
• MDM device enrollment, config profiles, and compliance knowledge.
• AD/AAD experience and project management skills.
• Networking fundamentals and server/virtualization exposure.
• Cybersecurity concepts, backup and disaster recovery knowledge.

Responsibilities

• Act as escalation point for Help Desk Level 1 with advanced troubleshooting.
• Diagnose and resolve complex hardware, software, network, and system issues.
• Administer Microsoft 365 portals, licenses, and security settings.
• Manage MDM solutions, enrollment, configuration, and compliance.
• Coordinate IT projects: upgrades, deployments, migrations, timelines.
• Manage Active Directory and Azure AD accounts and permissions.
• Configure and troubleshoot switches, routers, firewalls, and WLAN.
• Monitor security alerts, backups, and system performance.
• Create and maintain technical docs and SOPs; mentor staff.
• Evaluate new tech/tools and provide improvement recommendations.
• Provide server admin support and disaster recovery readiness.
• Maintain asset inventory and hardware records; assist travel as needed.
• Stay updated on trends; participate in on-call after hours.

Skills

Troubleshooting

Analytical thinking

Communication skills

Mentoring

Project management

Multitasking

Education

Information Technology or Computer Science degree

Tools

Microsoft 365 admin center

Exchange admin center

Azure AD/Entra ID

Intune

MDM platforms

Active Directory

Hyper-V/VMware virtualization

Networking (TCP/IP, DNS, DHCP)

Job description

The Sioux Lookout First Nations Health Authority is seeking an experienced IT professional to act as the escalation point for the Help Desk (Level 1). You will troubleshoot complex connectivity, hardware, software, and network issues and administer Microsoft 365, Intune, and MDM systems while supporting IT projects from planning through completion.

You will maintain asset inventory, manage AD/Entra ID, and contribute to cyber security and disaster recovery efforts in a fast-paced, on-site