Position: IT Service Desk Analyst

Location: Grande Prairie/Edmonton/Calgary/Vancouver

Position Overview:

As an IT Service Desk Technician, you will provide exceptional technical support to a diverse portfolio of small and mid-sized business clients. Working in a fast-paced Managed Services Provider (MSP) environment, you will be responsible for diagnosing and resolving technical issues, supporting client infrastructure and cloud services, and delivering an outstanding customer experience through remote, phone, and occasional on-site support.

The ideal candidate is a client-focused IT qualified with Tier 1 and Tier 2 support experience, strong troubleshooting skills, and a passion for helping organizations leverage technology effectively.

Key Responsibilities:

- Provide professional and responsive technical support via phone, remote support tools, and on-site visits as required.
- Troubleshoot and resolve issues related to desktops, laptops, tablets, printers, and other end-user technologies.
- Support and administer Microsoft 365 environments, including Exchange Online, user accounts, licensing, SharePoint and related services. GSuite would be an asset.
- Diagnose and resolve issues involving Windows operating systems, Microsoft Office applications, endpoint security solutions, and business applications.
- Troubleshoot network, internet, wireless, VPN, printing, and connectivity issues across multiple client environments.
- Monitor and analyze system performance, alerts, and issues using Remote Monitoring and Management (RMM) tools.
- Collaborate with internal technical teams to escalate and resolve complex technical issues.




- Maintain accurate ticket documentation, troubleshooting records, and knowledge base articles.
- Prioritize and manage multiple service requests while meeting service level expectations.
- Deliver a high level of customer service and build trusted relationships with clients.

Qualifications & Requirements:

- Minimum 2 years of experience in an IT Service Desk, Technical Support, Help Desk, or MSP environment.
- Strong knowledge of Windows desktop and Windows Server environments, including Active Directory and Microsoft 365.
- Experience supporting and troubleshooting network-connected devices, including desktops, printers, switches, routers, and wireless technologies.
- Familiarity with Microsoft 365 administration, Exchange Online, Entra ID (Azure AD), and related Microsoft cloud technologies.
- Experience working with RMM and ticketing platforms in a managed services environment.
- Excellent organizational, prioritization, and time management skills.
- Strong analytical, troubleshooting, and problem-solving abilities.
- Excellent verbal and written communication skills with the ability to communicate effectively with both technical and non-technical users.
- Proven ability to work independently and collaboratively within a team environment.




- Industry certifications such as CompTIA A+, Network+, Microsoft, CCNA, or equivalent are considered assets.

A combination of education, certifications, and relevant experience will be considered. Why IT Partners?

- Competitive salary and benefits package, including health insurance, pension plan and paid time off.
- Opportunities for career advancement and professional development.
- Collaborative and inclusive work culture.
- Exposure to cutting-edge technologies and projects.

IT Partners is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. To apply, please submit your resume and a cover letter outlining your relevant experience and qualifications. We look forward to welcoming a dynamic IT Service Desk Analyst to our team at IT Partners. Please note, while we appreciate all applications, only candidates selected for an interview will be contacted.

Job Type: Full-time

Pay: $75,000.00 per year

Benefits

- Company events
- Company pension
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Flexible schedule
- Life insurance
- Paid time off
- Tuition reimbursement
- Vision care
- Work from home

Ability to commute/relocate:
- Grande Prairie, AB T8V 8H9: reliably commute or plan to relocate before starting work (required)

Application question(s):
- Do you currently live in the Grande Prairie area?

Experience:
- IT: 3 years (required)

Licence/Certification:
- Class 5 Drivers License (required)

Work Location: In person

📌 IT Service Desk Analyst/Onsite Support (Grande Prairie)
🏢 I.T. Partners
📍 Grande Prairie