Technical Help Desk / Field Support Analyst

A&R Solutions; Burlington; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading company, A&R Solutions, is seeking a Technical Help Desk & Field Support Analyst. This role involves providing essential IT support across client sites, including troubleshooting hardware and software issues, maintaining IT infrastructure, and collaborating with internal teams. Ideal candidates have a solid background in technical support, excellent communication skills, and a customer-focused approach.

Benefits

Minimum of 1 week per year of company-supported IT training

Opportunities for overtime (optional)

Mileage reimbursement for travel

Qualifications

• Strong technical knowledge of hardware, software, and networking fundamentals.
• Proficiency in Windows OS and Microsoft Office 365.
• Experience in a Managed Services Provider (MSP) environment preferred.

Responsibilities

• Provide end-user technical support both remotely and onsite.
• Diagnose and resolve hardware, software, and network-related issues.
• Support onboarding and offboarding processes for users.

Skills

Troubleshooting

Analytical skills

Customer service

Time management

Communication

Education

Diploma or degree in Computer Science

Equivalent hands-on experience

CompTIA A+, Network+ certifications

Job description

Technical Help Desk & Field Support Analyst, A&R Solutions

Position overview : As a Technical Help Desk & Field Support Analyst, you will play a key role in supporting IT operations across multiple client sites in the Northeastern Ontario region (North Bay & Sudbury). You will serve as the first point of contact for all technical support needs, representing A&R Solutions in a professional and customer-focused manner. Your primary responsibilities will include diagnosing, troubleshooting, and resolving a wide range of hardware and software issues, as well as installing and maintaining IT infrastructure across client environments. You will collaborate with internal teams, including Networking and Infrastructure, to ensure seamless and secure technology operations.

Key Responsibilities

• Provide end-user technical support both remotely and onsite.
• Diagnose and resolve hardware, software, and network-related issues.
• Install and configure PCs, laptops, printers, and other IT equipment.
• Maintain and monitor RMM (Remote Monitoring and Management) and antivirus systems.
• Perform regular system updates and security maintenance.
• Support onboarding and offboarding processes for users.
• Dispose of outdated or non-functional equipment as needed.
• Ensure the computer / server room is organized and maintained.
• Escalate complex issues to appropriate technical teams or management.
• Collaborate with the Networking team on firewall, switch, internet, and wireless issues.
• Support Infrastructure team with server, SaaS applications, and security protocols.
• Keep documentation and client site information accurate and up to date.
• Log all support activities and outcomes in the internal ticketing system.
• Monitor and report on system performance and other key metrics.
• Comply with internal policies, standards, and procedures.
• Participate in monthly team meetings and contribute to group discussions.
• Stay current with new technologies through regular training.
• Perform additional tasks and project work as assigned.

Scope and Impact

As a front-line member of the Customer Support Group, you are critical to maintaining uptime and operational stability for A&R Solutions’ client base. Your ability to troubleshoot and resolve issues efficiently ensures client satisfaction and directly contributes to the success of our service delivery.

Qualifications

• Strong technical knowledge of hardware, software, and networking fundamentals.
• Proficiency in Windows OS and Microsoft Office 365.
• Familiarity with both domain-based and workgroup-based environments.
• Solid understanding of network fundamentals (LAN / WAN, DNS, DHCP, etc.).
• Excellent troubleshooting, analytical, and customer service skills.
• Strong organizational and time-management abilities.
• Effective verbal and written communication skills.
• Ability to work both independently and within a team.
• Experience in a Managed Services Provider (MSP) environment preferred.
• Valid driver’s license, insurance, and reliable vehicle required.

Education and Experience

• Diploma or degree in Computer Science, Information Technology, or a related field.
• Equivalent hands-on experience in a technical support role will also be considered.
• Certifications such as CompTIA A+, Network+, or similar are an asset.

Benefits

• Minimum of 1 week per year of company-supported IT training.
• Opportunities for overtime (optional).
• Mileage reimbursement for travel.