Information Technology Associate

Overview Our Help Desk Support team members work independently under the general direction of our IT Team Leader. This role requires a highly organized individual that can communicate regularly on project and task progress. The successful candidate will be responsible for resolving issues in a timely manner and must possess excellent communication skills both written and verbal. Candidates must have a strong work ethic and possess the ability to work with minimal supervision. This is a Temporary 3-4 week assignment on site at our Saskatoon office with an 8:30am to 5:30pm shift Monday to Friday. Responsibilities Administer help desk support to users at all levels onsite and remote. Provide technical assistance and support for all incoming queries and issues related to computer systems, software, and hardware. Install, test and configure new workstations, peripheral equipment and software. Respond to email messages, teams messages, and ticketing system for customers seeking assistance. Ask questions to determine nature of problem. Walk customer through problem-solving process. Run diagnostic programs to resolve problems. Install computer peripherals for users. Follow up with customers to ensure issue has been resolved. Gain feedback from customers about computer usage. Take ownership to monitor and respond quickly and effectively to requests received through the IT helpdesk and Central Support for escalations. Modify configurations, utilities, software default settings, etc. for the local workstation. Maintain inventory of all equipment, software and software license. Administer user accounts in Active Directory, 3rd party applications as well as internal applications. Monitor and review alerts generated within Microsoft Defender Security Center. Perform initial classification of alerts to identify false positives, benign events, or legitimate threats. Investigate alert details including process trees, file paths, device information, user context, and behavioral indicators. Execute basic automated response actions such as isolating a device, collecting investigation packages, or running antivirus scans. Document initial findings and escalate high-severity or suspicious cases to Level 2/Incident Response teams following established playbooks. Track and verify alert resolution status to ensure no outstanding or unassigned incidents remain. Identify patterns in recurring alerts and report potential misconfigurations or tuning opportunities. This list of responsibilities might not cover everything you'll end up doing. Qualifications Education & Experience: High school Diploma or equivalent required Two or more years working in a Support Services/Help Desk environment required Technical Skills: Windows 10, Windows 11, Pro and Enterprise versions Windows Server 2012, Windows Server 2016, Windows Server 2019 Windows 2016 & 2019 Active Directory User Admin Office 365 User Administration Azure User Administration MS Intune Mobile Device Administration MS MFA User Administration MS Exchange User and Groups Administration MS Entra User Administration MS Office 2016, MS Office 365 (Word, Excel, PowerPoint, OneNote, Outlook, Publisher) ServiceNow Ticketing Knowledge PaloAlto Global Protect VPN Support Knowledge Beginner knowledge Cisco networking hardware Some Call Center Experience a must Understanding of PCI and SOC concepts Beginner knowledge of PowerShell scripting Microsoft Defender Competencies: Ability to triage and understand highly technical software and hardware problems. Very well organized and has an ability to prioritize and coordinate multiple issues concurrently. Excellent ability to communicate. (verbally and written) Maintains regular attendance for assigned shift. #J-18808-Ljbffr