IT Support Analyst

EVERY WEEKEND IS A LONG WEEKEND_

**About FSET Inc.**

FSET Inc. is an ISO 27001:2022 certified Managed Services Provider based in Northwestern Ontario, serving law enforcement, healthcare, and municipal clients across Canada since 1999. We specialize in delivering secure, reliable technology solutions including our patented ConnectedOfficer Program, cybersecurity services, and cloud infrastructure. With a 30+ person team and 100% Canadian-based support, FSET is committed to excellence in service delivery and employee development.

**Position Overview**

This role is perfect for Service Desk professionals (2+ years experience) looking to advance their IT career with a company that values work-life balance, professional development, and long-term growth. Under the supervision of the Service Desk Manager, you will be instrumental in delivering exceptional technical support and maintaining the high standards our clients expect.

**Work Environment & Location Requirements**

This position requires you to be based in Red Lake, Ontario, with the flexibility to work from home when not required onsite. You will regularly visit client locations throughout Red Lake and travel within the region to support FSET clients as needed. A valid Class G driver's license and reliable transportation are essential for this role.

**Key Responsibilities**
- Travel to client sites in Red Lake and northern service area to deliver hands-on technical support and project implementation
- Manage service support requests in accordance with Service Level Agreements (SLAs) and maintain excellent client communication throughout the resolution process
- Monitor, update, and maintain accurate documentation in the service ticketing system for all assigned tickets, locations, and projects
- Prepare and provide support documentation, user guides, and training sessions for end users and groups as needed
- Promote and strictly adhere to FSET information security policies, standards, and procedures in all client interactions
- Represent FSET professionally during all client engagements, maintaining a courteous, tactful, and service-oriented approach
- Collaborate effectively with the Managed Services team to ensure consistent, high-quality service delivery
- Perform other related duties as assigned to support business objectives and client needs
- Strive for excellence in customer service in alignment with FSET values and expectations

**Required Qualifications**
- Graduate of a Certified IT/Technical Training Program and/or equivalent work experience
- Minimum 2+ years of experience in a similar IT support role, preferably in a Managed Services or Help Desk environment
- Thorough knowledge of Microsoft 365 Administration and Configuration
- Extensive knowledge of PC configuration and Microsoft networking environments
- Strong understanding of WAN solutions and communications infrastructure
- Extensive knowledge of the TCP/IP suite of network protocols
- Valid Class G driver's license with a clean driving record
- Must reside in or be willing to relocate to Red Lake, Ontario
- Bondable with a clear criminal record check and ability to obtain enhanced reliability security clearance
- Must be eligible to work in Canada
- Native/fluent English language skills (written and verbal); French is an asset but not required

**Technical Skills & Competencies**
- Experience with remote support tools and ticketing systems
- Ability to troubleshoot complex technical issues independently
- Knowledge of cybersecurity best practices and information security protocols
- Familiarity with backup and disaster recovery solutions

**Professional Attributes**
- Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users
- Strong attention to detail with the ability to work in an organized, efficient, and neat manner
- Self-motivated with demonstrated ability to work independently and exercise sound judgment
- Proven capability to work reliably and responsibly both independently and as part of a collaborative team
- Strong work ethic with excellent punctuality and time management skills
- Ability to work effectively in a fast-paced environment under pressure while maintaining quality
- Good physical dexterity and fitness; ability to kneel, bend, and work in areas with restricted or limited movement
- Professional image and demeanor suitable for direct client interaction
- Commitment to maintaining strong customer service standards and building positive client relationships
- Flexibility to adapt to changing priorities and client needs

**Preferred Qualifications (Assets)**
- Microsoft M365 Certified: Fundamentals (MS-900)
- CompTIA Certified (Network+, Security+, Other)
- ITIL Foundation or other service management certifications
- Experience with Managed Services Provider (MSP) tools and methodologies

**Schedule & Availability**
- Standard 8-hour day shift, Monday through Friday
- 4-Day Work Week available after