Service Desk Analyst (contract/onsite)

Jr SD Analyst Shift Work: night/early morning (5-12 or 6-1) ASAP Duration: contract 6 months+ (very strong chances of extension) Location: MISS/BRTN (postal code starts with L6V) Work-model: 100% on site (non-negotiable) Hrs/week: 35 Rate: 30-35/hr incorporated POSITION SUMMARY The IT Service Desk Analyst serves as the first point of contact for Information Technology Services (ITS) support. This role is responsible for diagnosing, troubleshooting, and resolving hardware and software issues related to desktops, laptops, tablets, mobile phones, and other end-user devices. The Analyst provides first-level technical support to ensure systems are restored to normal operation efficiently and effectively. A strong focus on customer service, clear communication, and timely resolution is required to maintain high user satisfaction. Main Deliverables - Provide first-line IT support for end users across desktop, laptop, mobile, virtual desktop, and Microsoft environments. - Manage incidents and service requests through ServiceNow while maintaining accurate ticket documentation. - Support user account administration, email management, device provisioning, and access management. - Troubleshoot and resolve technical issues related to Windows, Microsoft 365, Active Directory, Exchange, VDI, and mobile device platforms. Technical Stack - Microsoft 365 (M365) - Windows 11 - ServiceNow - Active Directory (AD) - Microsoft Exchange / Exchange Online - Shared Mailboxes & Distribution Groups - Virtual Desktop Infrastructure (VDI) - Workspace ONE (Mobile Device Management) - Multi-Factor Authentication (MFA) - Mobile Devices (iOS/Android) - User Account Provisioning & Access Management - USB Encrypted Keys / Security Tokens - Knowledge Base Documentation Requirements - Experience supporting Microsoft 365 and Windows 11 environments. - Hands-on experience with ServiceNow or a comparable ITSM/ticketing platform. - Working knowledge of Active Directory administration including user creation, modifications, permissions, password resets, and account deactivation. - Experience administering Microsoft Exchange environments, including mailbox creation, mailbox management, shared mailboxes, distribution groups, and access requests. - Experience troubleshooting desktop, laptop, mobile device, and virtual desktop (VDI) issues. - Understanding of MFA technologies, endpoint access controls, and identity management. - Experience supporting Workspace ONE or similar Mobile Device Management (MDM) solutions. - Ability to analyze, escalate, and resolve technical incidents according to established support processes. - Experience maintaining accurate technical documentation and knowledge base content. - Familiarity with USB encrypted devices, security tokens, or endpoint security tools is considered an asset. Responsibilities - Respond to technology incidents, service requests, and user support inquiries via phone, email, chat, walk-up, and self-service channels. - Log, prioritize, update, and resolve tickets in ServiceNow while ensuring data quality and complete documentation. - Troubleshoot hardware, software, operating system, Microsoft 365, Exchange, networking, authentication, and access-related issues. - Administer user accounts, permissions, MFA, and access across enterprise systems. - Create, maintain, and remove user accounts as part of onboarding and offboarding processes. - Manage email services including mailbox provisioning, shared mailbox administration, distribution groups, and calendar access. - Support VDI environments and assist users with virtual desktop connectivity and performance issues. - Enroll, configure, and support mobile devices using Workspace ONE or similar MDM platforms. - Support USB encrypted keys, security tokens, and other secure access technologies. - Monitor incidents, outages, and service degradation events, escalating issues when required. - Review suspicious email reports and route or escalate security-related concerns according to established procedures. - Maintain and update knowledge base articles, procedures, and technical documentation. - Identify opportunities to improve Service Desk processes, ticket quality, and operational efficiency.