Help Desk Analyst

North American Rail Solutions

19h

About The Position

Reporting to the System Administration Supervisor, this role supports the full lifecycle of end‑user technology, including account administration, device provisioning, software configuration, and endpoint management. The analyst helps maintain the organization’s IT infrastructure by monitoring system performance, supporting server and network environments, and escalating issues when appropriate. Through accurate documentation, adherence to standard operating procedures, and participation in departmental projects, the Help Desk Analyst contributes to a consistent and high‑quality support experience. By combining strong technical knowledge with clear communication and a customer‑centric approach, the role plays a key part in enabling business continuity and supporting the organization’s overall technology objectives.

Requirements

Ability to plan and organize activities, tasks, and resources to achieve business goals and objectives within timeframe and budget
Rapidly adapt to changes in a fast-paced environment and reprioritize based on business initiatives
Provide world class customer service during client interactions
Ability to work independently as well as in a team environment
Demonstrated advanced knowledge of IT applications, processes, software and equipment including: Windows Server/Client, MacOS, VMware, Active Directory, Office 365 Admin (Exchange, Intune/Autopilot, Entra, Teams, SharePoint, OneDrive), Duo, Adobe Enterprise, Veeam Backup, Cisco/Meraki networks
Understanding of ITIL service management concepts
Strong interpersonal, communication and customer service skills
2 - 4 years of experience
Technical Diploma or equivalent

Nice To Haves

Certifications considered: A+, N+, MCP, MCSA, MCSE, CCAN

Responsibilities

Lead the front line of the service desk, taking and resolving cases in an efficient manner
User account administration
Installs, configures, and maintains system software
Provision end user devices: laptops, tablets and phone equipment
Endpoint management including remote support, and patch management
Asset management and maintain product lifecycles
Server and network management
Utilizing network monitoring solution to support infrastructure and escalate when needed
Following standard operating procedures, and creating new procedures for resolutions, and when otherwise appropriate
Recording time accurately in ticketing system, including documenting issue resolution
Participating in projects to advance department goals
Participating in On-Call rotation to support staff outside of standard business hours