Job Description & How to Apply Below
Pay Rate: $28–$36/hour (T4)
Important Security Requirement
Candidates must be Canadian Citizens or Permanent Residents and have resided in Canada for a minimum of five (5) years to be eligible for the required security clearance.
Please note that candidates with recent residency in, or significant ties to, certain sanctioned countries may not qualify for clearance eligibility.
Overview
We are seeking a Tier 1 Deskside Support Analyst to provide first-level technical support to end users across the organization. This role involves troubleshooting hardware, software, and access-related issues while delivering excellent customer service through phone, email, in-person, and remote support.
Key Responsibilities
Provide Tier 1 technical support via phone, email, ticketing systems, and remote support tools.
Log, prioritize, and manage incidents and service requests.
Troubleshoot and resolve issues related to desktops, laptops, software applications, mobile devices, peripherals, and user access.
Support Microsoft Windows environments, Active Directory, SCCM, and Microsoft 365.
Perform basic troubleshooting of network, server, storage, and enterprise application issues and elevate when required.
Create and maintain support documentation, user guides, and service desk procedures.
Participate in testing, deployments, and IT projects as assigned.
Deliver exceptional customer service and maintain clear communication with users and stakeholders.
Qualifications
Diploma or Degree in Information Technology, Computer Science, or a related field.
Minimum 1 year of experience in a Help Desk, Service Desk, or Deskside Support environment.
Experience supporting users via phone, email, remote tools, and in-person interactions.
Working knowledge of Microsoft Windows, Active Directory, SCCM, and Microsoft 365.
Strong troubleshooting, communication, and customer service skills.
Familiarity with ITIL best practices is considered an asset.
Additional Requirements
Must be eligible to obtain and maintain Reliability Status Security Clearance.
Must successfully pass a Controlled Goods Program (CGP) assessment.
Must be flexible to support extended business hours as required (Monday to Friday).
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