Service Desk Analyst (IT Support)

Location: Toronto, Canada. The role includes in-person support and occasional domestic and international travel.

Pay range for candidates in Canada: $38,000–$40,000 CAD per year.

Company

hirify.global operates online casino and sports betting brands and develops integrated online, social, and land-based gaming experiences.

What you will do

• Provide first-level technical assistance to employees through phone, email, and in-person support.
• Diagnose and resolve hardware, software, computer system, network, and peripheral device issues.
• Log, document, monitor, and resolve support requests in the helpdesk ticketing system, escalating unresolved issues to higher-level teams or vendors.
• Install, configure, and maintain computer systems, software applications, and peripheral devices.
• Guide and train users on software applications, system functionality, security best practices, and issue prevention.
• Support IT asset inventory and lifecycle management, system performance monitoring, and IT projects.

Requirements

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• Proven experience in customer service, helpdesk analysis, or a similar IT support role.
• Experience with O365 applications and the ITIL framework and practices.
• Proficiency in troubleshooting and resolving hardware and software issues.
• Familiarity with helpdesk ticketing systems and remote support tools.
• Strong knowledge of Microsoft Windows, Apple macOS, Linux, Microsoft Office, and SharePoint.
• Excellent communication, written and verbal communication, interpersonal, problem-solving, critical-thinking, and decision-making skills, including the ability to explain technical concepts to non-technical users.
• Ability to manage multiple tasks and priorities, work under pressure and with minimal supervision, demonstrate ownership, and maintain a passion for technology.
• Very good mastery of English and willingness to travel occasionally domestically and internationally.

Nice to have

• CompTIA A+, Microsoft Certified IT Professional (MCITP), or a similar certification.

Culture & Benefits

• Comprehensive health, dental, vision, prescription drug, paramedical, life, disability, and AD&D coverage in Canada.
• Annual Health Care Spending Account, virtual healthcare access, mental health support, and wellness programs.
• RRSP and company DPSP contributions of up to 100% of the first 4%.
• Parental leave top-up policy, paid vacation, and sick time.
• Work-life balance initiatives, autonomy, professional growth, creativity, and a supportive people-oriented environment.
• Equal opportunity and inclusive workplace with a focus on collaboration and personal responsibility.