Job Description

IT SERVICE DESK ANALYST

BUSINESS TECHNOLOGY SERVICES

NorQuesters are difference makers and we’re looking for someone who can find ways forward to join us as a IT Service Desk Analyst. We are hiring full time position till August 12, 2025 and a casual till June 28, 2024 working full-time hours.

Like NorQuest College, our team provides an inclusive, diverse and compassionate environment. Our team comes together with a common goal of providing all students, staff, and faculty with basic computer support in a fast-paced environment.

Reporting to the Team Lead, the successful candidate will thrive in showcasing our values of finding ways forward by providing computer support and customer service for students, staff and faculty. The IT Support Desk Analyst is the single point of contact for end users regarding issues, inquiries and requests as they relate to computers, telephony and IT network. Client interactions may include, but are not limited to, walk-ins, phone calls, e-mail, instant messaging, chat and the web portal. The IT Support Desk Analyst will document and track all interactions with the end user via the IT Service Management system

HOW YOU'LL MAKE A DIFFERENCE

• Provide technical assistance for students, staff, and faculty.
• Be the single point of contact for computer related questions, issues, and concerns.
• Track all end user interactions within the IT Service Management (ITSM) system.
• Perform simple to intermediate troubleshooting concerning desktop computers, laptops, mobile devices, telephones, network connectivity, file permissions, storage, and printing.
• Perform administrative tasks as well as create and update documentation.
• Provide basic administration and management of user accounts, mailboxes, and applications.
• Modify existing Active Directory (AD) account information.
• Add, remove, enable, and disable AD accounts.
• Reset user passwords and manage permissions for the network, applications, and software.
• Troubleshoot e-mail related issues.
• Provide Bring Your Own Device (BYOD) and rental equipment support.

WHAT YOU BRING

• A post-secondary certificate or diploma in a related field.
• Equivalencies will be considered.
• Minimum 1-year experience providing customer service in a help desk, service desk, computer support, or technical support capacity.

WHAT MAKES YOU A DIFFERENCE MAKER

As a difference maker you bring:

• The ability to multitask and prioritize workload while ensuring quality service is being delivered to clients.
• Excellent troubleshooting and problem-solving ability.
• Experience working with IT Service Management (ITSM) tools.
• The ability to work independently and in a team environment.
• The ability to focus and work with interruptions.
• The ability to handle change and deal appropriately with stressful situations.
• Strong organization and time management skills with the ability to work well under pressure.
• Proficient computer skills including familiarity with Windows & Microsoft Office products.
• Strong interpersonal, customer service, communication, and leadership skills.

SALARY: $1,619 - 2,029 Biweekly ($42,099 - 52,745 Annually) reflective upon what you bring AKA your education and experience. This is a full-time term position to August 12, 2025 with immediate access to our great benefit programs. The casual position includes 11.2% in lieu of vacation.

We offer flexible work options. We strive for balance between a flexible work environment, connectedness to the campus community, and ensuring NorQuesters are set up to succeed in their roles and responsibilities.

Our Commitment to Equity, Diversity, and Inclusion:

We're on a journey to become an inclusive, anti-racist, and decolonized organization. NorQuesters are trailblazers – we are curious, creative, and innovative - our lived experiences are honoured, creating accessibility and a sense of belonging for everyone.

NorQuest 2030 We Are Who We Include shares our strength and difference comes from who is included, and along with our students we are learning and growing to listen deeply and say what we feel.

NorQuest College is committed to being an employer of choice for First Nations, Métis, and Inuit people by recognizing, respecting, and supporting Indigenous people's self-determination through the institution’s work in decolonization, reconciliation, and Indigenization.

ACCESSIBILITY: At NorQuest, we are who we include. We strive to provide access and accommodation throughout the recruitment, application, and selection process. We want to create opportunities for you to confidently be your authentic self. If you would like an accommodation at any stage of the process, please reach out to human.resources@norquest.ca.

APPLY TO BECOME A NORQUESTER: If this opportunity delights you and your expertise will shine in this role, we invite you to apply for this position online by uploading your resume and cover letter combined as one document.

PSST: Only candidates shortlisted for an interview will be contacted and we’ll make sure to do this within 28 days of the closing date.

COMPETITION NUMBER: 2024-4350

CLOSING DATE: January 8, 2024 at 11:59 pm MST