Help Desk Analyst

3 weeks ago

Calgary, Canada Robert Half Full time

We’re supporting our client in finding an enthusiastic and customer-focused Help Desk Analyst to join their growing technical support team. This is a fantastic opportunity for someone who loves solving problems, thrives in a fast-paced environment, and enjoys being the go-to technical resource for end users.

What You’ll Do

- Serve as the first point of contact for all incoming IT support requests via phone, email, and ticketing systems
- Troubleshoot hardware, software, network, and peripheral issues with professionalism and urgency
- Manage, prioritize, and document tickets to ensure timely resolution and excellent service levels
- Support onboarding/offboarding tasks including account setup, access provisioning, and device preparation
- Maintain accurate inventory of IT equipment and assist with device refreshes
- Escalate complex issues to Tier 2/3 teams when required
- Contribute to internal knowledgebase articles and process improvements
- Provide exceptional customer service and ensure end users feel supported throughout the process

What You Bring

- 1–3+ years of help desk, service desk, or technical support experience
- Strong troubleshooting skills across Windows/Mac OS, Office 365, and common business applications
- Experience with Active Directory, user provisioning, and basic networking
- Familiarity with ticketing tools (ServiceNow, Jira, Zendesk, etc.)
- Excellent communication skills and a passion for helping people
- Nice to have experience with Hyper-V, VMware, etc.
- Ability to work in a hybrid onsite environment
- A proactive, solutions-oriented mindset and strong attention to detail

Why This Role Is Great

- You’ll get to support a diverse range of users and technologies
- Opportunity to grow your IT career through exposure to broader infrastructure and systems work
- Collaborative team environment where your contributions are valued

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