IT Support Desk Analyst

COMPETITION NUMBER: 1795 CLOSING DATE: August 6th, 2026 @ 11:59pm MST BUSINESS TECHNOLOGY SERVICES NorQuesters are difference makers, and we’re searching for someone dedicated to making a difference to join our Technology Services & Support team as an IT Support Desk Analyst. This is for a permanent and term position starting on August 31, 2026. The term position would end in November, 2027. Like NorQuest College, our team provides an inclusive, diverse, and compassionate environment. Our team comes together with a common goal of providing all students, staff, and faculty with basic computer support in a fast-paced environment. We are seeking someone with great customer service and communication skills to help our students, faculty, and staff. Reporting to the Team Lead, the successful candidate will thrive in showcasing our values of finding ways forward by providing computer support and customer service for students, staff, and faculty. The IT Support Desk Analyst is the single point of contact for end users regarding issues, inquiries, and requests as they relate to computers, telephony, and IT network. Client interactions may include, but are not limited to, walk-ins, phone calls, e-mails, instant messaging, chat, and the web portal. The IT Support Desk Analyst will document and track all interactions with the end user via the IT Service Management system. HOW YOU’LL MAKE A DIFFERENCE: Provide technical assistance for students, staff and faculty: * Be the single point of contact for computer-related questions, issues and concerns. * Track all end user interactions within the IT Service Management (ITSM) system. * Perform simple to intermediate troubleshooting concerning desktop computers, laptops, mobile devices, telephones, network connectivity, file permissions, storage and printing. Perform administrative tasks as well as create and update documentation. * Basic administration and management of user accounts, mailboxes, and applications: * Modify existing Active Directory (AD) account information. * Add, remove, enable and disable AD accounts. * Reset user passwords and manage permissions for the network, applications and software. * Troubleshoot e-mail related issues. * Provide Bring Your Own Device (BYOD) and rental equipment support. WHAT YOU BRING: * A post-secondary certificate or diploma in computer technology or a related field is required. * Equivalencies will be considered. * Minimum 1-year experience providing customer service in a help desk, service desk, computer support or technical support capacity * Strong troubleshooting skills with the ability to identify and resolve issues related to hardware, software, networking, and system performance * A customer-focused mindset, with a dedication to providing excellent support and ensuring a positive experience for all end-users. * Knowledge of Active Directory (AD) and experience with user account management, including creating, modifying, and disabling accounts, as well as resetting passwords. * Familiarity with IT Service Management (ITSM) tools and ticketing systems. Ability to document and track user interactions effectively * Familiarity with Office 365 or similar cloud-based applications and services is an asset. * Basic to intermediate knowledge of operating systems (Windows, macOS) and experience supporting mobile devices (iOS, Android). WHAT MAKES YOU A DIFFERENCE MAKER? As a difference maker you bring: * Ability to multitask and prioritize workload while ensuring quality service is being delivered to clients. * Excellent troubleshooting and problem-solving ability. * Demonstrated experience working with IT Service Management (ITSM) tools. * Work independently and in a team environment. * Ability to focus and work with interruptions. * Able to handle change and deal appropriately with stressful situations. * Strong organization and time management skills with the ability to work well under pressure. * Proficient computer skills including familiarity with Windows & Microsoft Office products. * Strong interpersonal, customer service, communication and leadership skills. SALARY: Band Level 5 | Technician II | $48,788 - $63,414 annually, reflective upon what you bring AKA your education and experience. There is a full-time permanent and temporary position we are recruiting for. We offer flexible work options. We strive for balance between a flexible work environment, connectedness to the campus community, and ensuring NorQuesters are set up to succeed in their roles and responsibilities. Additional Information: Pre-Employment Checks will be completed to assess the candidate’s suitability for a role. These checks may include (but are not limited to): references, criminal record check, academic verification, etc. For applicants who have completed post-secondary studies from outside of Canada, it is recommended they obtain an assessment of their credentials from a recognized Canadian Credential Evaluator, such as: * International Qualifications Assessment Service https://www.alberta.ca/international-qualifications-assessment [https://can01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.alberta.ca%2Finternational-qualifications-assessment&data=05%7C02%7CMelissa.Olive%40norquest.ca%7C87d9ede27080470d587308dca5011085%7C2ba011f1f50a44f3a200db3ea74e29b7%7C0%7C0%7C638566671188004933%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C0%7C%7C%7C&sdata=iU5s2Rz0wn3v8EpawXsr236J13MKzrme%2B811BJgZOMg%3D&reserved=0] * World Education Services https://www.wes.org/ca/ [https://can01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.wes.org%2Fca%2F&data=05%7C02%7CMelissa.Olive%40norquest.ca%7C87d9ede27080470d587308dca5011085%7C2ba011f1f50a44f3a200db3ea74e29b7%7C0%7C0%7C638566671188025054%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C0%7C%7C%7C&sdata=AFz7OiWHQ4u8lvfBrDauxTV33zMF2D4EXoIOZER%2FBFg%3D&reserved=0] We encourage applicants to include the assessment certificate as part of their application. This competition may be used to fill future vacancies, across NorQuest College, at the same or lower classification level. Our Commitment to Equity, Diversity, and Inclusion: We're on a journey to become an inclusive, anti-racist, and decolonized organization. NorQuesters are trailblazers – we are curious, creative, and innovative - our lived experiences are honoured, creating accessibility and a sense of belonging for everyone. NorQuest 2030 We Are Who We Include [http://norquest2030.ca/] shares our strength and difference comes from who is included, and along with our students we are learning and growing to listen deeply and say what we feel. NorQuest College is committed to being an employer of choice for First Nations, Métis, and Inuit people by recognizing, respecting, and supporting Indigenous people's self-determination through the institution’s work in decolonization, reconciliation, and Indigenization. Accessibility: At NorQuest, we are who we include. We strive to provide access and accommodation throughout the recruitment, application, and selection process. We want to create opportunities for you to confidently be your authentic self. If you would like an accommodation at any stage of the process, please reach out to Careers@norquest.ca [Careers@norquest.ca]. Apply to Become a NorQuester: If this opportunity delights you and your expertise will shine in this role, we invite you to apply for this position online by uploading your resume and cover letter combined as one document. PSST: Only candidates shortlisted for an interview will be contacted and we’ll make sure to do this within 28 days of the closing date.

The IT Support Desk Analyst serves as the primary point of contact for end users, providing technical assistance for computers, telephony, and network issues. They are responsible for documenting all interactions in the IT Service Management system and performing administrative tasks such as user account management.

Candidates must possess a post-secondary certificate or diploma in computer technology or a related field and at least one year of experience in a help desk or technical support role. Strong troubleshooting skills, proficiency with Active Directory, and excellent customer service abilities are required.

• Flexible work options

• Gestion du tempsSouhaitée
• Service à la clientèleSouhaitée
• Résolution de problèmesSouhaitée
• CommunicationSouhaitée

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Technical support
• Customer service
• Troubleshooting
• Active Directory
• ITSM
• Ticketing systems
• Hardware support
• Software support
• Networking
• Mobile device support
• Windows
• MacOS
• Office 365
• Communication
• Time management
• Problem-solving
• Microsoft 365
• Curiosity
• Administrative Functions
• Compassion
• Account Management
• Apple IOS
• Mac OS
• Technical Support
• Reconciliation
• Management
• Customer Service
• Computer Science
• Computer Literacy
• Desktop Computing
• Operating Systems
• File System Permissions
• Leadership
• Help Desk Support
• Innovation
• Instant Messaging
• Web Portals
• Problem Solving
• IT Service Management
• Network Troubleshooting
• Microsoft Office
• Multitasking
• Time Management
• Team Leadership
• Technical Assistance
• Troubleshooting (Problem Solving)
• Prioritization
• User Accounts

• Technology
• Customer Service & Support
• Education
• Administrative
• Support Desk Analyst
• Technical Support Engineer / Analyst
• Information and Communications Technology User Support Technicians
• Computer User Support Specialists

Formation minimale

Diplôme professionnel

Expérience minimale

2+ ans

Postuler avant le

7 août 2026

Langue de l’offre

anglais

Heures de travail

40 heures par semaine