Help Desk Analyst

We are seeking a Help Desk Analyst to work in the Information Technology group based out of either our Guelph, Barrie or Orillia office. This position focuses on end-user technical support and IT infrastructure management, and serves as the first point of contact for support requests across multiple channels.  The variety of work provides challenges for the successful candidate to advance their skills and practical experience in a collaborative environment. Key Responsibilities:  Provide first response to user support requests via phone, email, walk-ins, and ticketing systems Deploy, configure, and set up new hardware (desktops, laptops, tablets, printers, VoIP phones, and peripherals) Install software and provide technical support through documentation, training, and troubleshooting Create and manage user accounts, password resets, and offboarding in Microsoft Active Directory and Office 365 Monitor and maintain IT Support ticket queues with accurate, detailed documentation Troubleshoot network connectivity, VPN configuration, and infrastructure issues Support mobile device provisioning and setup for wireless telecom devices (iOS, Android) Maintain IT asset inventory records and coordinate ordering of IT supplies and replacement parts Perform routine system updates, health checks, and maintenance on hardware and software Provide technical onboarding for new employees including email, software setup, and tool access Perform maintenance of printers, peripherals, and low-voltage equipment (access control, intercom systems) Assist with special projects, IT initiatives, and ad-hoc technical support as needed Key Position Requirements: Educational background in IT, computer science, or technical support (internship or equivalent foundational experience acceptable) 0-2 years of relevant experience Knowledge of Windows 10/11, Active Directory, Microsoft 365, and basic networking concepts Strong troubleshooting skills with excellent customer service and communication abilities Detail-oriented with strong time management skills and ability to prioritize multiple tasks in a fast-paced environment Proactive, can-do attitude with willingness to learn and expand technical knowledge Excellent interpersonal and telephone skills with patience for all technical skill levels Experience in AI chatbot builds and applied AI workflows would be an asset Experience or background in a civil engineering firm or similar environment would be an asset   Valid driver’s license and reliable transportation