Position Overview

We are seeking a motivated and customer-focused Helpdesk Analyst to join our IT support team. The ideal candidate will serve as the first point of contact for technical support, providing timely and effective solutions to end-users while maintaining high levels of customer satisfaction.

Key Responsibilities

Technical Support

• Provide first-level technical support via phone, email, and ticketing system
• Diagnose and resolve hardware, software, and network connectivity issues
• Install, configure, and troubleshoot desktop applications and operating systems
• Support Microsoft Office 365, Windows environments, and common business applications
• Assist with password resets, account lockouts, and access permission requests

Incident Management

• Log and track all support requests in the helpdesk ticketing system
• Prioritize and escalate issues appropriately based on severity and impact
• Document detailed notes and resolutions for all support tickets
• Follow up with users to ensure complete resolution and satisfaction
• Meet or exceed SLA targets for response and resolution times

Customer Service

• Deliver exceptional customer service with professionalism and patience
• Communicate technical information clearly to non-technical users
• Build positive relationships with end-users and internal teams
• Provide training and guidance to users on IT systems and best practices

Additional Duties

• Maintain accurate hardware and software inventory records
• Assist with onboarding/offboarding of employees and equipment setup
• Contribute to knowledge base documentation and support resources
• Participate in IT projects and initiatives as needed
• Stay current with emerging technologies and industry trends

Required Qualifications

Education & Experience

• Diploma or degree in Computer Science, Information Technology, or related field
• 1-3 years of experience in a helpdesk or technical support role
• Equivalent combination of education and experience will be considered

Technical Skills

• Strong knowledge of Windows 10/11 operating systems
• Proficiency with Microsoft Office 365 suite
• Experience with Active Directory user management
• Understanding of TCP/IP, DNS, DHCP, and basic networking concepts
• Familiarity with remote support tools (e.g., TeamViewer, Remote Desktop)
• Experience with ticketing systems (e.g., ServiceNow, Jira Service Desk, Freshdesk)

Soft Skills

• Excellent verbal and written communication skills
• Strong problem-solving and analytical abilities
• Ability to work independently and as part of a team
• Patient and empathetic approach to customer service
• Strong time management and organizational skills
• Ability to multitask in a fast-paced environment

Preferred Qualifications

• CompTIA A+, Network+, or Microsoft certifications
• Experience with Mac OS and mobile device support (iOS/Android)
• ITIL Foundation certification or knowledge of ITIL framework
• Bilingual capabilities (English/French) are an asset
• Experience with cloud-based platforms and SaaS applications

What We Offer

• Competitive salary commensurate with experience
• Comprehensive benefits package including health, dental, and vision coverage
• Professional development opportunities and training
• Collaborative and supportive work environment
• Opportunities for career growth and advancement
• Flexible work arrangements
• Modern technology and tools

Work Environment

• Full-time position (40 hours per week)
• Hybrid/remote work options available
• Occasional evening or weekend support may be required
• On-call rotation participation

How to Apply

Please submit your resume and cover letter to [careers@cantrai.ca] with the subject line "Helpdesk Analyst Application - [Your Name]"

Cantrai.ca is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.