Service Desk Analyst at Client Site in Ottawa (IT Support)

Location: Client site in Ottawa, Ontario, Canada; exclusively onsite. Applicants must reside in the Ottawa area.

Salary: CAD 37,800–70,200 per year

Company

hirify.global delivers mission-critical IT services across business process outsourcing, analytics and engineering, applications, security, cloud, IT outsourcing, and modern workplace solutions.

What you will do

• Provide telephone and email helpdesk support for client applications, proprietary programs, computer equipment, and workplace technology.
• Monitor the helpdesk during operating hours and respond to requests professionally and promptly.
• Assess, prioritize, troubleshoot, and resolve service requests before escalating when necessary.
• Diagnose software and hardware problems and arrange repairs as appropriate.
• Document issues, actions taken, and resolutions in the ticketing system.

Requirements

• Canadian citizenship and 10 years of verifiable history on Canadian soil are required for Canadian government security clearance.
• Superior written and verbal communication skills in English and French are mandatory.
• High school education or equivalent.
• 1–3 years of work experience, or an equivalent combination of experience and college-level education.
• Customer-facing experience, the ability to work independently and in a team, and strong prioritization and problem-solving skills.
• Experience with Microsoft Windows, Microsoft Office, printers, call routing, case management, and ticketing processes.

Nice to have

• IT technical graduate qualification.
• Knowledge of document management systems, networking, and mobile phones.

Culture & Benefits

• Eight-hour shifts from Monday to Friday, covering a schedule between 5:45 AM and 6:15 PM.
• Health, dental, and vision insurance coverage.
• Employee wellness, life and disability insurance, and a retirement savings plan.
• Paid holidays and paid time off.
• In-person collaboration within an inclusive culture focused on learning, diversity, teamwork, and customer success.