Help Desk Analyst – Permanent Full‑Time

About the role

The District School Board of Niagara is seeking a permanent Help Desk Analyst to provide first‑line technical support to teachers, administrators and staff across its schools and offices. This full‑time role involves troubleshooting hardware and software issues, managing user accounts, and maintaining the TopDesk service‑desk platform.

Key responsibilities

• Serve as the primary point of contact for help‑desk requests via phone, email, chat or in‑person.
• Diagnose and resolve issues on board‑supported hardware, operating systems and applications, both on‑premise and cloud‑based.
• Administer user accounts, perform password resets, and manage permissions across sites.
• Maintain and enhance the TopDesk knowledge base, workflows, and change‑order processes.
• Integrate TopDesk with other systems using vendor‑provided APIs and deploy new modules or features.
• Create and integrate web forms for TopDesk modules and support ticket automation.
• Travel to schools, offices and off‑site locations as required, including occasional ladder work and equipment handling.

Required profile

• Minimum three (3) years of help‑desk support experience, preferably in a K‑12 educational environment.
• Three‑year post‑secondary diploma or degree in Computer Studies, Information Technology, Computer Science or equivalent experience.
• Valid driver’s licence and ability to travel throughout the Niagara region.
• Strong communication, organizational and client‑focused service skills.

Required skills

• ITIL and ITSM frameworks (preferred).
• Microsoft certifications such as MCSE, A+ or CCNA (preferred).
• Proficiency with Microsoft O365/Teams and Google Workspace/Google Classroom.
• Experience with TopDesk or similar enterprise service‑desk platforms.
• Ability to integrate systems via APIs and develop workflow automations.

What we offer

• Competitive hourly wage ranging from $31.78 to $35.79 CAD.
• Full‑time permanent employment with a 12‑month schedule (40 hours/week).
• Opportunities for professional development and certification support.
• Supportive, innovative work environment focused on student success.