exchangetech
Service Desk Analyst
Thunder Bay, Ontario, Canada
On-site
First seen by offpeak October 22, 2026
See your drive time Apply on exchangetech's site
JOB OVERVIEW
Reporting to the Service Desk Manager, the Service Desk Analyst is responsible for providing technical support to end-users, troubleshooting issues, and providing excellent customer service.
Job Location: 151 Brock St. W. Thunder Bay, ON.
This is a fully on-site position based in Thunder Bay. Candidates local to Thunder Bay or planning to relocate are encouraged to apply. Applicants from outside the area are welcome; however, relocation costs will be at the successful candidate's own expense.KEY RESPONSIBILITIES
- Managing incidents and service requests
- Maintaining documentation
- Communication with clients regularly
- Offer both onsite and remote support for computer hardware, software applications, incident troubleshooting, and configuration to an assigned group of client companies
- Participate in IT Services as assigned (e.g., backups/restoration, thread prevention, etc)
- Additional responsibilities as assigned.
QUALIFICATIONS
EDUCATION & EXPERIENCE
- Bachelor’s degree or College diploma in Information Technology, Computer Science, or a related field considered an asset
- Previous experience with MS Office applications, Office 365, SharePoint/One Drive, Microsoft Azure, and Microsoft Exchange required
- Previous experience building and repairing computer hardware, and a working knowledge of past and existing computer hardware components & technologies required
- Previous experience with Active Directory, Domain Services, and Windows Operating Systems (Consumer/Server) required
- Previous experience in a Customer Service or Helpdesk Environment is preferred
KNOWLEDGE, SKILLS & ABILITIES
- Technical Support and Troubleshooting skills
- Analytical skills with the ability to solve complex issues
- Excellent customer support and customer service skills
- Ability to work well in a team
- A theoretical working knowledge of virtualization and remote application delivery services preferred
- Strong ability to prioritize tasks and meet deadlines
- Strong attention to detail and accuracy
- Professional verbal and written communication skills
- Experience in a fast-paced environment with multitasking responsibilities
- Must possess a valid driver’s license and be willing to travel regularly to client locations
WORKING CONDITIONS
- Must be able to obtain and maintain a clear criminal record check
- Physically able to perform all listed job duties
- This role involves working in a variety of environments and includes regular interaction with staff and members of the public
- On Call/Shiftwork as required to provide after-hour client support
- Various shifts at a fast pace to meet service level requirements of our clients
- Must be able to obtain and maintain a clear criminal record check
- Physically able to perform all listed job duties
Methods and procedures described or implied in the job profile may be altered to accommodate employees.