IT Service Desk Analyst

Location: St. John's

Position Type
Permanent

Closing Date

Job Description
As part of our Service Desk team, the IT Service Desk Analyst will provide first-level technical support to internal and external staff through inbound calls and portal and self-service tickets using a priority-based ticketing system, solving both routine and complex technical issues. The role supports a supportive environment with one-on-one training and extensive opportunities for development.

Working hours are rotating shifts Monday to Friday 8:30am-6:30pm Newfoundland time, with a rotating 24/7 on‑call schedule approximately one week every ten weeks.

Responsibilities

Communicate with customers via inbound phone queue and self-service ticketing system and perform follow-ups via phone, chat, and email.

Log, triage, troubleshoot, and resolve technical incidents and service requests in our service management system.

Escalate unresolved incidents and requests to next level support; install and configure desktop software.

Perform basic security functions such as password resets, multi‑factor authentication administration, and identification and reporting of potential cybersecurity events.

Research and document resolutions in an online IT knowledge database, and contribute to creation and maintenance of end‑user documentation.

Professional Qualifications & Competencies

Post‑secondary education in a computer technology related program, or equivalent experience.

One to three years of experience in a customer‑service environment in a technical support role.

Experience providing technical support is an asset.

Ability to work independently.

Strong written and spoken communication skills and troubleshooting/problem‑solving ability.

Familiarity with Active Directory, Power Shell, Windows 10 policies and administration, and Cherwell (or equivalent IT Service Management system) is an asset.

Language
Bilingual (English & French) is required to perform the duties of this role.

Security Clearance Requirement
Reliability Status Clearance (Enhanced Level

B). This includes fingerprinting, criminal record check, credit check. Must have resided in Canada for at least five years and hold Permanent Resident or Citizenship status.

Pay Range
$50,000 – $59,800

Equal Employment Opportunity Statement
We welcome diversity and are committed to making sure recruitment, retention, advancement, and compensation are fair and accessible while following all relevant human rights and privacy laws.

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