Help Desk Analyst
Job Summary
We are seeking a dedicated and detail-oriented Help Desk Analyst to provide exceptional service and support to our client end users. In this role, you will be responsible for triaging technical support requests for our clients and managing Tier 1 support requests.
This will be a primarily work-from-home role, but our preferred candidate will reside within commuting distance to one of our office locations in Toronto, Waterloo, or Oshawa.
This role requires strong communication skills, a customer-focused approach, and the ability to resolve technical problems efficiently. The Help Desk Analyst will play a vital role in maintaining our technical knowledge base and supporting end-users in a fast-paced environment.
Responsibilities
- Serve as the first point of contact for inbound technical service requests.
- Perform triaging and scheduling of technical service requests.
- Provide first-line support for technical issues related to desktops, laptops, peripherals, and software applications.
- Communicate effectively with end-users to provide clear instructions and updates on issue resolution status.
Qualifications
- University and/or college accreditation in Computer Systems Networking, Computer Systems Technician, Computer Applications, Computer Science, or related discipline
- Minimum 1-2 years experience in a client-facing technical services role
- Excellent written and verbal communication skills with the ability to explain technical concepts clearly to non-technical users
- Strong technical troubleshooting and critical thinking skills
- Ability to prioritize and multitask
- Deadline and detail-oriented
- Ability to work independently and as a team member
- Must be legally authorized to work in Canada
- Proficiency with ConnectWise Manage an asset
This position offers an engaging environment where technical expertise meets exceptional customer service—ideal for individuals passionate about IT support and problem-solving in a dynamic setting.
Pay: $45,000.00-$52,000.00 per year
Benefits:
- Mileage reimbursement
- Paid time off
- Work from home
Application question(s):
- Are you legally authorized to work in Canada?
- Do you currently reside in Waterloo Region, Durham Region, or Toronto?
Work Location: Hybrid remote in Toronto, ON (Toronto District)
