Service Desk Analyst – Tier 1

About the role

We are looking for a Service Desk Analyst – Tier 1 to join our Service Team in Edmonton. You will provide first‑line IT support to our customers, both onsite at their locations and remotely from our office, ensuring quick resolution of incidents and service requests.

Key responsibilities

• Deliver 1st‑level IT support and problem resolution to customers onsite and via remote tools.
• Maintain and troubleshoot desktops, laptops, mobile devices, printers and networking hardware.
• Log, prioritize and resolve end‑user incidents and service requests; escalate when necessary.
• Manage ticket queues, phone calls and emails, ensuring timely follow‑up.
• Participate in an on‑call schedule to provide support outside regular business hours.
• Travel daily between customer sites and the Edmonton office using a reliable vehicle.

Required profile

• Post‑secondary education in Information Technology (preferred).
• At least 2 years of PC hardware/software support experience.
• Minimum 1 year of experience with networking, servers and telecom support.
• Strong customer service, verbal and written communication, and teamwork skills.
• Valid driver’s licence and access to a reliable vehicle.

Required skills

• PC hardware setup, repair and troubleshooting.
• Windows operating system and Microsoft Office proficiency.
• Active Directory, VPN, storage and backup technologies.
• Print server management and remote‑access troubleshooting.
• Networking fundamentals and server support.
• A+, ITIL and N+ certifications (preferred).
• Familiarity with VMWare, Microsoft Exchange and SQL (optional).