IT Support Desk Analyst

About the role

NorQuest College is seeking an IT Support Desk Analyst to join its Technology Services & Support team. The analyst will serve as the primary point of contact for students, faculty, and staff needing assistance with computers, telephony, and network services. This position is available as a permanent role or a fixed‑term appointment starting August 31, 2026.

Key responsibilities

• Provide first‑line technical assistance for desktop computers, laptops, mobile devices, printers, and network connectivity.
• Log and track all user interactions in the IT Service Management (ITSM) system.
• Perform basic to intermediate troubleshooting of hardware, software, and peripheral issues.
• Administer user accounts in Active Directory, including creation, modification, disabling, and password resets.
• Support email services, BYOD devices, and rental equipment.
• Create and update documentation for common issues and procedures.

Required profile

• Post‑secondary certificate or diploma in computer technology or a related field (equivalencies considered).
• Minimum one year of experience in a help‑desk, service‑desk, or technical support role.
• Strong customer‑service orientation with excellent communication skills.
• Ability to diagnose and resolve hardware, software, and networking problems.

Required skills

• Active Directory account management.
• IT Service Management (ITSM) system usage.

What we offer

• An inclusive, diverse, and compassionate work environment.
• Opportunities to develop technical expertise and support a vibrant academic community.