Service Desk Analyst (IT Support)

TL;DR

Service Desk Analyst (IT Support): Providing first-level technical support to internal and external staff through a priority-based ticketing system with an accent on incident triaging, troubleshooting, and basic security administration. Focus on resolving technical incidents, managing Active Directory and Windows 10 policies, and maintaining IT knowledge documentation.

Location: Canada (St. John's, Nova Scotia, Prince Edward Island, New Brunswick). Must have resided in Canada for at least 5 years and hold Permanent Resident or Citizenship Status.

Salary: $50,000 - $59,800

Company

A national health solutions partner and leader in emergency medical services and primary health care in Canada.

What you will do

• Provide first-level technical support via inbound phone queue, chat, and email.
• Log, triage, troubleshoot, and resolve technical incidents and service requests using a ticketing system.
• Perform basic security functions, including password resets and multi-factor authentication administration.
• Install and configure desktop software and escalate complex issues to next-level support.
• Research and document resolutions in the online IT knowledge database and maintain end-user documentation.

Requirements

• Post-secondary education in a computer technology related program or equivalent experience.
• 1-3 years of experience in a technical support role within a customer service environment.
• Bilingual proficiency in English and French is required.
• Reliability Status Clearance (Enhanced Level B) required, including fingerprinting and criminal/credit checks.
• Must have resided in Canada for at least 5 years.
• Must hold Permanent Resident or Citizenship Status.

Nice to have

• Familiarity with Active Directory, Powershell, and Windows 10 policies and administration.
• Experience with Cherwell or an equivalent IT Service Management (ITSM) system.

Culture & Benefits

• Supportive work environment with one-on-one training and career development opportunities.
• Healthy work-life balance with rotating shifts (Monday to Friday) and a rotating 24/7 on-call schedule.
• Recognized as one of Canada's Top 100 Employers and Most Admired Corporate Cultures.
• Inclusive workplace certified as Rainbow Registered.