Who we are:

At Trail Appliances, we are committed to providing our customers with unparalleled customer service, competitive pricing, and expert advice. We pride ourselves on our strong family values and collaborative work culture that values respect, integrity, diversity, passion, and laughter. These values have helped us build a reputation as an industry leader.

The position:

As the first point of contact for technical support, the Helpdesk Analyst plays a key role in keeping Trail Appliances running smoothly by ensuring our team members have the IT support they need to serve our customers effectively. Reporting to the Manager of IT Service Delivery, this role provides front-line assistance through phone, in-person, and our incident management system, helping resolve issues or coordinating solutions with the broader IT team. By keeping our internal systems functioning seamlessly, the Helpdesk Analyst supports the exceptional service and strong values that make Trail Appliances an industry leader.

What we offer:

We offer excellent training, competitive benefits, and the support you need to succeed, including mentorship and ongoing growth opportunities. If you're passionate about customer service and looking for more than just a job, apply today to become part of our talented and high-performing team! We provide:

• Health & dental benefits
• Personal care days
• Statutory holidays off
• Employee & family assistance program
• Staff incentives and rewards
• Employee discounts

What you’ll be doing:

• Provide first-level support for IT-related issues, including troubleshooting, user guidance, and application support for Microsoft O365, Syspro, and custom systems.
• Record, track, and resolve helpdesk tickets using the IT incident management system, ensuring timely follow-up and resolution.
• Perform user account management across systems such as Azure, Active Directory, Dynamics 365, and various third-party applications.
• Manage company-issued phones and tablets, ensuring device compliance, tracking usage, and coordinating setups or relocations as needed.
• Participate in an on-call rotation to support critical IT needs outside business hours, helping minimize downtime and maintain operations.

What you need to be successful:

• IT degree or diploma with 3–5 years of experience supporting Windows desktops and applications.
• Proficient in Microsoft O365 (Outlook, Teams, SharePoint, Word, Excel) and user management in Active Directory and Azure.
• Familiar with networking basics such as TCP/IP, DNS, and DHCP.
• Experienced with incident management systems like Remedy, Jira, or ServiceNow.
• Strong interpersonal skills with the ability to prioritize tasks, follow through on issues, and provide excellent customer support.

Availability:

This is a full-time position and will require you to be available:

Monday to Friday from 7:00 AM to 3:30 PM.

Weekend on-call rotation ever 4 weeks

Evenings and weekends are occasionally required for projects.

We value diverse perspectives and are committed to creating an inclusive workplace. If your skills and experiences align with this role, we encourage you to apply and join us in delivering exceptional service.