Senior IT Help Desk Analyst

5 days ago

Cambridge, Ontario, Canada Integra Full time $60,000 - $90,000 per year

Position Overview
At Critical Project Services, we are dedicated to delivering exceptional IT support and driving continuous improvement across our technology landscape. We are seeking a Senior IT Help Desk Analyst to lead and enhance our help desk operations, mentor junior technicians, and serve as a key liaison between IT and business stakeholders. This role requires a seasoned professional with deep technical expertise, strong leadership capabilities, and a passion for customer service excellence.

Key Responsibilities

  • Lead day-to-day help desk operations, ensuring timely and effective resolution of technical issues.
  • Serve as an escalation point for complex technical problems involving hardware, software, networking, and system configurations.
  • Provide strategic input into the implementation and optimization of ConnectWise Manage and control solutions.
  • Collaborate with cross-functional teams, including Cybersecurity, Infrastructure, and external vendors, to ensure seamless IT service delivery.
  • Oversee network troubleshooting and proactively identify areas for improvement in connectivity and performance.
  • Coordinate and manage structured cabling, IDF setup, and security hardware installations with third-party vendors.
  • Supervise device provisioning, imaging, and lifecycle management, maintaining accurate inventory records.
  • Develop and maintain comprehensive documentation, knowledge bases, and client-facing support materials.
  • Design and deliver training programs for end-users and junior help desk staff.
  • Recommend assistive technologies and accessibility solutions for clients with disabilities.
  • Monitor system performance and recommend enhancements to improve reliability and efficiency.
  • Stay current with industry trends, certifications, and emerging technologies to continuously elevate service standards.
  • Ensure high levels of customer satisfaction through follow-up and proactive support initiatives.

Qualifications

  • Associate's or Bachelor's degree in Information Technology, Computer Science, or related field preferred.
  • High school diploma or GED required.
  • Demonstrated experience in IT support, systems administration, or related technical roles.
  • Proven experience in IT support or systems administration, with a minimum of 5 years in a help desk or technical support role.
  • Strong leadership and mentoring skills; prior experience supervising or training junior staff preferred.
  • Advanced knowledge of Microsoft 365 administration, including user, group, email, and license management.
  • Expertise in Windows OS, networking protocols, and troubleshooting methodologies.
  • Excellent communication, problem-solving, and customer service skills.
  • Experience with ERP systems and ConnectWise tools is highly desirable.
  • Network or systems certifications (e.g., CompTIA Network+, Microsoft Certified: Azure Administrator) are a plus.
  • Detail-oriented with a focus on quality and continuous improvement.

Additional Notes
Works in an office environment. Requires occasionally performing activities including, but not limited to, bending, stooping, grasping, reaching, twisting, turning and/or lifting.

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