Service Desk Analyst, Information Technology

Required Position

Full-Time Appointment

Responsibilities

Reporting to the Service Desk Manager, the Service Desk Analyst will serve as a liaison between the Laurentian University (LU) community and the IT department to address computing and technology needs. As an integral part of the IT Service Desk team, the Service Desk Analyst will utilize both technical expertise and interpersonal skills to provide efficient and responsive service to faculty, staff, and students.

The incumbent will be responsible for delivering first-level technical support, performing troubleshooting, and ensuring the maintenance of IT equipment and systems throughout the university, with a rotational presence between the main campus and the McEwen School of Architecture.

• Respond promptly to service desk requests and tickets, ensuring timely resolution for technology-related issues in classrooms, labs, and other academic or administrative spaces;
• Provide hands-on support for end users, assessing their needs and demonstrating the correct use of IT systems and equipment, such as classroom technology, labs, and video conferencing platforms;
• Troubleshoot and resolve hardware, software, and equipment issues using IT Service Management (ITSM) tools and methodologies;
• Install, configure, maintain, and repair IT hardware and software, including but not limited to computers, peripherals, and interactive devices;
• Participate in the procurement process for end-user equipment by gathering requirements, providing quotes, obtaining approvals, and coordinating purchases;
• Maintain accurate records of IT equipment and software inventory using established asset management processes;
• Report technical issues or system failures through appropriate channels to ensure proper assessment and resolution;
• Stay informed about current and emerging technologies by consulting manuals, technical documentation, and training resources;
• Collaborate with the IT Service Desk team and other IT staff to ensure seamless operations and effective communication;
• Provide additional support for IT operational duties and projects, including system imaging, user account management, phone and email support, and print services; and
• Perform other duties as assigned.

Qualifications

• Completion of secondary school education or equivalent, supplemented by relevant certifications or training in information technology (e.g., industry-recognized IT certifications);
• A minimum of three (3) years of experience in IT support, with a focus on end-user assistance and promoting technology adoption in educational or professional settings;
• Comprehensive knowledge of IT hardware, software, and peripheral devices, with expertise in supporting technology across educational spaces (classrooms and labs) and administrative environments (offices and meeting rooms);
• Demonstrated ability to troubleshoot technical issues and effectively communicate solutions to end users;
• Strong organizational skills, with keen attention to detail and the ability to prioritize tasks effectively in high-pressure situations;
• Well-developed problem-solving skills, with the ability to analyze and resolve technical challenges efficiently;
• Excellent interpersonal and teamwork skills, with a proven ability to collaborate effectively in a team environment;
• Experience in sales or procurement processes is considered an asset; and
• Ability to work fluently (verbal and written) in both official languages, French and English, is required.

THIS POSITION IS DESIGNATED AS ONE THAT REQUIRES A DIFFERENT WORK WEEK AND/OR HOURS OF WORK. UPON 4 WEEKS' NOTICE, THE WORK WEEK AND/OR HOURS OF WORK MAY BE CHANGED. THIS MAY INCLUDE EVENINGS AND/OR WEEKEND SHIFTS.

The official University hours of operation shall be from 9:00 a.m. to 4:30 p.m., Monday through Friday, during, and including, the months from September to April, and from 8:30 a.m. to 4:00 p.m Monday through Friday during and including May to August., amounting to thirty-three and three-quarter (33.75) hours per week.

Laurentian University has adopted a formal Policy on Flexible Work Arrangements, which supports remote work plans based on operational considerations. At Laurentian University, we recognize that work-life balance is essential for both personal well-being and professional success. Our policy offers employees some flexibility to better balance personal needs while maintaining effective service delivery.

Apply Now

Applications will only be accepted through our online form.

Position No. L4111E-04

Salary $ 31.31 - $ 35.86 per hour

Competition ends
Open until April 22, 2025 or sooner if a suitable candidate is found.