IT Helpdesk Support Analyst

BMO • Toronto, ON

1d • CA$61,600 - CA$113,900 • Onsite

About The Position

The IT Helpdesk Support Analyst is the first point of contact for technical assistance across the organization. This role is responsible for delivering high-quality Tier 1 support, resolving common hardware and software issues, and escalating more complex problems to senior IT team members. The ideal candidate is customer-focused, technically curious, and eager to grow within an enterprise IT environment.

Requirements

• 1–2 years of IT support experience
• Strong understanding of Windows operating systems
• Basic knowledge of networking concepts (Wi Fi, VPN, DHCP, DNS)
• Familiarity with Microsoft 365 and endpoint devices
• Strong customer service mindset with clear verbal and written communication skills
• Ability to prioritize tasks and manage multiple tickets in a fast paced environment
• Willingness to learn and grow technical skills

Nice To Haves

• Experience with ticketing systems (e.g., Freshdesk, ServiceNow or similar)
• Exposure to Azure AD, Active Directory, or endpoint management tools
• Familiarity with device imaging and asset management
• Basic understanding of IT security best practices

Responsibilities

• Provide first level (Tier 1) IT support to internal users via ticketing system, email, phone, and chat
• Triage, diagnose, and resolve common hardware, software, and connectivity issues
• Escalate unresolved or complex issues to appropriate Tier 2 / Tier 3 team members with proper documentation
• Manage and update helpdesk tickets to ensure timely resolution and clear communication
• Deploy, configure, and support laptops, desktops, mobile devices, and peripherals
• Image and prepare new or replacement laptops for employee onboarding
• Assist with Microsoft 365 support (Outlook, Teams, SharePoint, OneDrive)
• Support meeting rooms, A/V equipment, and collaboration tools
• Assist with user account provisioning, access requests, and basic Active Directory / Azure AD tasks
• Maintain accurate IT documentation, knowledge base articles, and support procedures
• Track and manage IT hardware inventory and equipment stock levels
• Participate in after hours support on a rotational or as needed basis
• Collaborate closely with senior IT team members to learn and improve support processes

Benefits

• health insurance
• tuition reimbursement
• accident and life insurance
• retirement savings plans

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed