Desktop Support Analyst

Job Title: Desktop Support

Location: Oakville, ON(Hybrid)

Duration: 12 months, (possibility of extension)

Rate: CAD25-CAD30/hr

Job Summary

We are seeking a Desktop Support Analyst to provide technical support for end-user computing environments. The ideal candidate will be responsible for troubleshooting hardware, software, network, and application issues while ensuring excellent customer service and minimal disruption to business operations.

Key Responsibilities

• Provide Level 1 and Level 2 technical support for desktops, laptops, mobile devices, printers, and peripheral equipment.
• Install, configure, maintain, and troubleshoot Windows operating systems and desktop applications.
• Diagnose and resolve hardware, software, connectivity, and performance issues in a timely manner.
• Manage user accounts, permissions, and access requests through Active Directory and Microsoft 365.
• Support email configurations, Microsoft Office applications, Teams, Outlook, and collaboration tools.
• Configure and deploy new hardware, software, and operating system upgrades.
• Maintain and troubleshoot network connectivity, VPN access, and remote desktop solutions.
• Record, track, and resolve incidents and service requests using an ITSM/ticketing platform.
• Perform workstation imaging, software deployments, and asset inventory management.
• Collaborate with infrastructure, security, and application support teams to resolve complex technical issues.
• Create and maintain technical documentation, support procedures, and knowledge base articles.
• Ensure compliance with IT policies, security standards, and software licensing requirements.

Required Qualifications

• 2–3+ years of experience in Desktop Support, Technical Support, or Help Desk roles.
• Strong experience supporting Windows 10/11 environments.
• Experience with Microsoft Office 365, Outlook, Teams, and Active Directory.
• Knowledge of desktop hardware, printers, mobile devices, and peripheral support.
• Understanding of TCP/IP networking, VPN, Wi-Fi, DNS, DHCP, and remote access technologies.
• Experience with ticketing systems such as ServiceNow, Jira, Remedy, or similar tools.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent verbal and written communication skills with a customer-focused approach.

Preferred Qualifications

• Experience supporting Microsoft Intune, SCCM, Autopilot, or endpoint management solutions.
• Knowledge of Azure Active Directory and Microsoft Entra ID.
• IT certifications such as CompTIA A+, Network+, Microsoft, or ITIL.
• Experience working in enterprise or corporate IT environments.
• Familiarity with cybersecurity best practices and endpoint security tools.

Soft Skills

• Strong customer service and interpersonal skills.
• Ability to prioritize and manage multiple tasks effectively.
• Excellent organizational and time-management skills.
• Ability to work independently and collaboratively within a team environment.
• Strong attention to detail and commitment to delivering high-quality support.