Information Technology Associate - Help Desk Support

Overview

Our Help Desk Support team members work independently under the general direction of our IT Team Leader. This role requires a highly organized individual that can communicate regularly on project and task progress. The successful candidate will be responsible for resolving issues in a timely manner and must possess excellent communication skills both written and verbal. Candidates must have a strong work ethic and possess the ability to work with minimal supervision. This is a Temporary 3-4 week assignment on site at our Saskatoon office with an 8 : 30am to 5 : 30pm shift Monday to Friday.

Responsibilities

• Administer help desk support to users at all levels onsite and remote.
• Provide technical assistance and support for all incoming queries and issues related to computer systems, software, and hardware.
• Install, test and configure new workstations, peripheral equipment and software.
• Respond to email messages, teams messages, and ticketing system for customers seeking assistance.
• Ask questions to determine nature of problem.
• Walk customer through problem-solving process.
• Run diagnostic programs to resolve problems.
• Install computer peripherals for users.
• Follow up with customers to ensure issue has been resolved.
• Gain feedback from customers about computer usage.
• Take ownership to monitor and respond quickly and effectively to requests received through the IT helpdesk and Central Support for escalations.
• Modify configurations, utilities, software default settings, etc. for the local workstation.
• Maintain inventory of all equipment, software and software license.
• Administer user accounts in Active Directory, 3rd party applications as well as internal applications.
• Monitor and review alerts generated within Microsoft Defender Security Center.
• Perform initial classification of alerts to identify false positives, benign events, or legitimate threats.
• Investigate alert details including process trees, file paths, device information, user context, and behavioral indicators.
• Execute basic automated response actions such as isolating a device, collecting investigation packages, or running antivirus scans.
• Document initial findings and escalate high-severity or suspicious cases to Level 2 / Incident Response teams following established playbooks.
• Track and verify alert resolution status to ensure no outstanding or unassigned incidents remain.
• Identify patterns in recurring alerts and report potential misconfigurations or tuning opportunities.

This list of responsibilities might not cover everything you'll end up doing.

Qualifications

Education & Experience :

Technical Skills :

Competencies :

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