Service Desk Analyst (IT Support)

Location: Toronto, Canada; hybrid work arrangement. Occasional domestic and international travel may be required.

Salary: CAD 54,000–71,000 per year for candidates in Canada.

Company

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

What you will do

• Provide first-level technical support to employees through phone, email, and in-person channels.
• Diagnose and resolve hardware, software, network, peripheral, and Tier 1 helpdesk issues.
• Log, document, monitor, and resolve incidents in the helpdesk ticketing system, escalating unresolved issues when needed.
• Install, configure, and maintain computer systems, applications, and peripheral devices.
• Guide and train users on systems, applications, security best practices, and issue prevention.
• Support IT asset 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 customer service, helpdesk analyst, or similar IT support experience.
• Experience with Microsoft 365 applications and the ITIL framework and practices.
• Proficiency troubleshooting and resolving technical hardware and software issues.
• Familiarity with helpdesk ticketing systems and remote support tools.
• Knowledge of Microsoft Windows, Apple macOS, Linux, Microsoft Office, and SharePoint.
• Excellent interpersonal, written, and verbal communication skills, including the ability to explain technical concepts to non-technical users; very good mastery of English.
• Strong problem-solving, critical-thinking, decision-making, prioritization, and multitasking skills, with the ability to work under pressure and minimal supervision.
• Ownership mentality, passion for technology, and willingness to travel occasionally domestically and internationally.

Nice to have

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

Culture & Benefits

• Comprehensive health, dental, vision, prescription, paramedical, life, disability, and AD&D coverage.
• Health Care Spending Account, virtual healthcare, wellness and mental health support, and rewards programs.
• RRSP and company DPSP contributions of up to 100% of the first 4%, plus parental leave top-up.
• Paid vacation and sick time, work-life balance initiatives, autonomy, professional growth, and a supportive environment.
• Collaborative, inclusive workplace focused on creativity, personal responsibility, and development.