Tier I Support Analyst

iSpire is a growing IT Service provider in Saint John, New Brunswick with operations centered in Atlantic Canada, but expanding internationally. Founded in 2007, iSpire’s main line of business is as a Managed Services Provider. In this role, iSpire’s team of professional technicians, network administrators, and senior technicians act as their customers’ external IT department. This approach allows small and medium size businesses to gain the power & knowledge base of a large IT department, without the large price tag. As such, iSpire handles everyday ticketing and special projects planning & execution for their customers, and in some cases act in a similar role to that of a CIO. Other lines of business for iSpire include Video Surveillance Systems, VoIP Phone Systems, Cloud Hosting Options, and Custom Application Development.

At iSpire, employees can grow with the company. Each employee is encouraged to share ideas for projects, growth, and take ownership of their own professional development. This includes the opportunity to gain new knowledge & expertise in current technology offerings or new areas of interest. iSpire strives to promote a healthy culture by being a morally sound company, being flexible with employee schedules, and offer employees a great Healthcare Plan and RRSP’s.

Job Overview

iSpire is seeking a Tier I Service Desk Triage Technician who will use their knowledge and experience to improve and increase the effectiveness and efficiency of Service Desk operations. This role will involve but will not be limited to remote support, trouble‑shooting hardware, software, and network peripheral issues, general training as a value-added service for customers, and providing clear documentation for escalations. A great work ethic, working well in a team environment, being dependable & self‑driven, and showing initiative are all keys to being the successful candidate for this position. Other crucial attributes of the successful candidate include great time management skills, the ability to prioritize activities, being able to learn & adapt quickly, work well under pressure, and de‑escalate high tension situations.

The successful candidate will have a set work schedule, with the expectation that the candidate will join the on‑call shift rotation.

Remuneration and Vacation will be in accordance with Experience & Qualifications.

Location: Saint John

Type: Full-Time

Are you passionate about IT support and customer service? We’re looking for a Tier 1 Triage Service Desk Technician to join our team. In this role, you’ll be the first point of contact for technical issues, gathering information and escalating to support teams, while ensuring a great customer experience.

What You’ll Do

- Provide accurate, timely updates and documentation on all assigned tickets.

- Troubleshoot hardware, software, and peripheral issues remotely.

- Support Windows environments, Active Directory, Office365, and macOS.

- Communicate clearly and professionally with users and technical teams.

- Deliver outstanding customer service and collaborate with peers to meet team goals.

- Required to be on‑call during your scheduled on‑call rotation

What We’re Looking For

- 6+ months of Call Center or Service Desk phone support experience.

- Knowledge of laptops, desktops, servers, and basic networking (LAN/WAN, VPN, VoIP).

- Working knowledge of Windows 10/11, Windows Server (2012–2022), and macOS.

- Strong organizational skills, professionalism under pressure, and a customer‑first mindset.

- A personal cell phone is required, with partial reimbursement provided.

Why Join Us?

- Work with a skilled and supportive IT team

- Gain hands‑on experience with diverse systems and technologies

- Continuous learning and certification opportunities

- Competitive compensation and growth potential

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