Analyst - Helpdesk II

Location: Northwestern Ontario (Red Lake)

Description  Act as the escalation point for the Help Desk (Level
1) team, providing advanced troubleshooting for computer connectivity, hardware, software, and network issues. Administer Microsoft admin portals and Mobile Device Management (MDM) systems, and support IT projects from planning through completion. Maintain a SLFNHA Inventory of computer assets and ensure Asset tagging. Setup and update new and existing computer workstations.
Salary Range $62,867 to $84,442 per annum
Hours of Work:
Mon to Fri 08:30 to 16:30 with on-call responsibilities
Final date to receive applications:
October 23, 2026

Qualifications:

Persons of First Nations ancestry will be given preference (OHRC, Part II, Special Employment).
Ability to communicate in one of the First Nations dialects in the Sioux Lookout Zone is an asset.
Post secondary education or diploma/degree in Information Technology or Computer Science, or equivalent working experience
IT related certifications (e.g. Microsoft Certified: Modern Desktop Administrator Associate, CompTIA Network+, Security+, ITIL Foundation, or PMP/CAPM) are a definite asset
Minimum 5+ years of progressive experience in an IT support role, including experience handling escalated or advanced technical issues
Demonstrated experience administering Microsoft admin portals, including the Microsoft 365 admin center, Exchange admin center, Azure AD/Entra , and Intune
Hands on experience with Mobile Device Management (MDM) platforms, including device enrollment, configuration profiles, and compliance policy management
Project management skills, including planning, coordinating and tracking IT projects such as system rollouts, upgrades and migrations
Experience managing Active Directory and/or Azure Active Directory, including user accounts, groups, and permissions
Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, and wireless troubleshooting
Exposure to server administration and virtualization (Windows Server, Hyper V or VMware) is an asset
Understanding of backup, disaster recovery, and cybersecurity best practices, including endpoint protection and patch management
Strong analytical and troubleshooting skills, with the ability to diagnose and resolve complex technical problems
Excellent communication skills, with the ability to explain technical concepts to non technical audiences and mentor junior staff
Ability to manage multiple priorities and projects independently in a fast paced environment

Experience with asset management and hardware tracking, including purchase orders (P.O.)

Roles and Responsibilities:

Act as the escalation point for technical issues escalated by Help Desk (Level
1) Technicians that require advanced troubleshooting or specialized knowledge
Diagnose and resolve complex hardware, software, network, and system issues beyond the scope of Level 1 support
Administer and maintain Microsoft 365 admin portals, including user and license management, Exchange, SharePoint, Teams, and security and compliance settings
Manage and maintain Mobile Device Management (MDM) solutions, including enrolling and configuring workstations, laptops, tablets, and mobile devices, and enforcing compliance and security policies
Assist in coordinating IT projects such as system upgrades, software rollouts, and technology migrations, including planning timelines, resources, and stakeholder communication
Manage Active Directory and Azure AD (Entra ) accounts, security groups, and permissions in line with organizational policy
Configure, maintain, and troubleshoot network infrastructure components such as switches, routers, firewalls, and wireless access points as required
Monitor system performance, security alerts, and backup jobs, and respond to and remediate issues…