Part of the Technology Service Desk team this role reports directly to the Service Delivery Manager.

This team delivers professional and approachable technical support to staff and leadership across the organization. Each Analyst supports their primary office location and contributes to national support efforts, ensuring technology issues are resolved efficiently and effectively.

Core Responsibilities

• Act as the first and second point of contact for technical support, assisting all staff and leadership
• Provide support for the organization's standard IT environment
• Manage user accounts, including onboarding, offboarding, and password resets
• Prepare and set up technology for meetings and events (e.g., laptops, connectivity, A/V equipment)
• Troubleshoot application-related access and functionality issues
• Configure and deploy mobile and desk phones
• Maintain and support desktop hardware and peripheral devices
• Log, track, and update support issues in the ticketing system (ServiceNow)
• Create and maintain knowledge base articles and support documentation
• Participate in the daily roster for phone, email, and after-hours support coverage
• Escalate unresolved issues appropriately and ensure timely follow-up on support requests
• Document internal support procedures and workflows as needed
• Assist with additional duties and responsibilities, including on-call support

Essential Skills:

• A tertiary qualification in Computer Science or a similar IT discipline
• 1-2 years of experience in a help desk or desktop support role
• Familiarity with support ticketing systems and strong customer service orientation
• Understanding of current workplace technologies and solutions
• Strong communication and interpersonal skills across all levels of the organization
• Proactive and innovative approach to enhancing user experience
• Approachable, supportive, and detail-oriented
• Eagerness to learn and grow professionally
• Willingness to provide after-hours support when needed

Technical Competencies

• Knowledge of core desktop applications including Windows 10, Microsoft Office, and Office 365
• Experience with industry-specific tools such as iManage Work and Elite 3e is preferred
• Ability to support a range of devices including laptops, smartphones, desk phones, and printers
• User account management including setup, changes, and deactivation
• Familiarity with ITIL v4 service management principles

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