Reporting to the Manager of Information Technology, the Support Desk Analyst is responsible for providing technical assistance and support related to desktop and laptop computers, peripheral devices, and user access in a hybrid IT environment. The role supports a Microsoft-based environment integrating on-premises Active Directory with Microsoft Entra ID and Microsoft 365. Minimum 1–2 years of hands-on experience in a help desk or desktop support role, work independently when required, and deliver clear, customer-focused technical support to internal users.

This is apermanent,full-time(37.5 hours per week)position. The starting range for this position is $27.58 to $30.13 per hour.

Who We Are

Demonstrating the love of Christ, UGM feeds hope and changes lives through a faith-based continuum of care. We are a proud member of the Canadian Council of Christian Charities and have earned the Best Christian Workplace award again in 2021. We provide competitive salaries, generous vacation and sick leave, an RRSP matching program, as well as the potential for educational assistance and flexible work arrangements. In addition, our extensive benefits plan is fully employer-paid and includes extended dental and medical, as well as $4,500 per year in pooled paramedical expenses. A focus on employee resilience, support for professional development, engagement in meaningful work, and a fun and caring environment are all part of being a member of the UGM team. If you are someone who desires to learn and grow, has a passion to serve and make a difference, and connects with others with both humility and humour, then you will be a great fit at UGM.

Main Duties & Responsibilities

Desktop / Application / User Support

• Serve as a primary point of contact for users seeking technical assistance.

• Provide onsite and remote support for Windows desktops, laptops, and peripherals.

• Diagnose and resolve Windows OS hardware, performance, and software issues.

• Install, configure, support, and troubleshoot Microsoft 365 applications and other business software.

• Install, configure, support, and troubleshoot printers, computer hardware, and peripherals.

• Support users in a hybrid identity environment including Active Directory and Microsoft Entra ID user administration.

• Perform password resets, MFA enrollment, and basic access troubleshooting.

• Use remote support tools and the ticketing system to log, track, and resolve incidents.

• Escalate complex issues to senior IT staff or the Manager of Information Technology as required.

• Document technical procedures, resolutions, and user guides.

• Maintain IT records and assist with asset tracking and inventory.

• Arrange and prepare equipment for deployment, shipping, or replacement.

• Familiarize end users with basic software, hardware, and peripheral operation.

• Perform occasional physical tasks such as equipment setup or swaps (generally up to approximately 25 lbs; heavier items handled with assistance when required).

Serving Internal Clients

• Proactively pursue opportunities to educate and deliver solutions to internal stakeholders.

• Adopt a customer-service mindset focused on making users’ work easier.

• Work with staff to find timely solutions to urgent computer and software issues.

• Communicate technical information clearly using non-technical language.

General

• Adhere to all UGM published policies, practices and procedures, including Occupational Health and Safety.

• Perform other duties as assigned.

Knowledge, Skills and Abilities

• Minimum 1–2 years of hands-on experience in a help desk or desktop support role

• Strong working knowledge of Windows desktop environments and PC hardware.

• Experience supporting Microsoft 365 applications and services.

• Hands-on experience with Active Directory user administration.

• Basic familiarity with Microsoft Entra ID (Azure AD), MFA, and hybrid identity concepts.

• Ability to troubleshoot software and hardware issues methodically.

• Strong verbal and written communication skills.

• Ability to work independently with minimal supervision.

• Strong planning, organization, and time-management skills.

Working Conditions

Work Location
Work is generally performed indoors within an office environment, with standard office equipment available.

Physical Requirements
Employee is required to look at a computer screen and use a keyboard for up to 90% of the time.

Work Conditions
Working environment is generally favorable. Lighting and temperature are adequate. Work is performed amid normal conditions of dust, odors, fumes, and noises.

Hours of Work
Occational overtime may be required.

Hazards
Hazards are considered minor and controllable.

Other
Due to the nature of the job, and our commitment to a safe environment, the candidate is subject to a criminal record check.