Service Desk Analyst

Position: Service Desk Analyst at J.D. Irving
Job Summary   Service Desk Analyst – J.D. Irving (JDI IT) – Full-time, on site position in Fredericton, NB, Canada.
Salary: $45,000 to $60,000.
Full-time on site presence required.
Eligibility   All successful applicants must have been in Canada for at least 5 years to meet the requirements for the Canadian Controlled Goods Program (CGP), Canadian Government Security clearance, and U.S. International Traffic in Arms Regulations (ITAR).
Responsibilities     Serving as the primary point of contact for incident reporting, service requests, and general IT inquiries
Responding to support requests via phone, chat, and ticketing systems in a timely and professional manner
Providing strong technical support and exceptional customer service to end users
Troubleshooting and resolving hardware, software, and end‑user device issues
Guiding end users through IT processes and solutions with clear and effective communication
Owning tickets from intake through resolution, including proper documentation of all activities
Escalating complex or high‑priority issues to Tier 2 teams or ITOC as appropriate
Assisting with user account management, password resets, and basic System Access Requests (SARs)
Acting as a point of contact for escalations, ticket reviews, and user concerns
Maintaining a high level of customer satisfaction through effective communication and problem resolution
Contributing to knowledge base articles and support documentation
Identifying and flagging recurring issues to support Problem Management efforts
Collaborating with other IT teams to support issue resolution and application rollouts
Staying current with technologies, tools, and best practices to continuously improve service delivery
Qualifications & Experience     University degree or college diploma related to IT

Experience with desktop applications such as:
Windows 10/11, Office 365, Teams, Microsoft Edge, Google Chrome, SharePoint, SCCM remote control, Pulse Secure

Experience with end‑user computing technologies – desktops, laptops, handheld devices, and mobile devices
Basic knowledge of Active Directory and networking concepts
Strong communication skills with an uncompromising focus on delivering an excellent customer experience
Ability to analyze, troubleshoot, and escalating technical issues through to resolution
Ability to prioritize and manage multiple tasks in a fast-paced, high-volume environment
Naturally curious with a creative and open‑minded approach to problem solving
A continuous learner motivated by new challenges and continuous improvement
Good to Have     Experience in an IT environment supporting end users
Familiarity with Active Directory administration

Experience with Service Now or similar ITSM tools
ITIL Foundations or working knowledge of ITIL practices
Previous customer service or call center experience
Company Culture   The belief that what people experience matters more than technology is part of our foundational core.
We also believe that our ability as a team grows exponentially when we share success.
Join a team that aims to simplify the path forward and inspire commitment.
With over 380 employees centralized in Saint John, Fredericton, Dieppe and Halifax, we offer the opportunity to create real value by helping people and businesses work smarter.
JDI IT supports the entire J.D. Irving Limited group of companies which means we offer opportunities and experiences across a wide breadth of IT areas, businesses and industries.
As a member of the JDI IT team, you will be a key player in enabling the business to win by overcoming obstacles and  getting it done ! We believe in the power of diverse teams and invest in continuous professional growth.
We are seeking naturally curious change makers looking to join a collaborative and motivated team. Come help JDI IT Raise the Bar!
Founded in 1882, J.D. Irving, Limited (JDI) operates in Eastern Canada (New-Brunswick, Nova Scotia, Prince Edward Island, Québec, Ontario, Newfoundland and Labrador), as well as in USA. We are a team of 20,000 dedicated employees.
At J.D. Irving, Limited, you are part of a dynamic team of professionals who lead with integrity and are passionate about delivering results.
With…