Our purpose is simple: To enrich the lives of our partners. Ardent is committed to providing our customers with the highest quality products and services, and we believe that starts with hiring the best people.

As a member of the Service Team and a new member of our Ardent family, you will join a diverse and energetic group of highly motivated individuals who bring a wide range of talents, skills, and backgrounds.

The Help Desk Analyst provides first-level technical support to employees across the organization, troubleshooting hardware, software, network, and user-access issues. This role responds to support requests, maintains accurate documentation, and escalates complex issues when required, while ensuring a reliable and secure IT environment.

This role is currently vacant and is being filled due to an existing position becoming available.

WHAT WE OFFER:

- Competitive Wages
- Comprehensive Benefits Package (Health, Dental, Vision, Out of Country and more)
- Health Spending Account
- RRSP Matching Program
- Profit Sharing
- Employee Assistance Program
- Family, Friendly Environment

WHAT YOU WILL DO:

- Provide first-level technical support to employees by phone, email, Teams, and in person.
- Respond to, prioritize, and resolve help desk tickets within established service levels.
- Troubleshoot hardware, software, connectivity, printing, Microsoft 365, and other common IT issues.
- Set up, configure, and maintain computers, laptops, monitors, mobile devices, printers, and other IT equipment.
- Create, modify, and disable user accounts and access permissions in accordance with company procedures.
- Assist employees with password resets, account access, MFA, and other user-access issues.
- Install, configure, and update software and applications.
- Support Microsoft 365 applications including Outlook, Teams, SharePoint, and OneDrive.
- Assist with onboarding and offboarding employees, including equipment setup, account provisioning, and collection of IT assets.
- Maintain accurate records of IT equipment,



software, licenses, and user assignments.
- Escalate complex or unresolved technical issues to appropriate internal or external IT resources.
- Monitor recurring issues and identify opportunities to improve systems, processes, and user experience.
- Maintain and update technical documentation, knowledge-base articles, and troubleshooting procedures.
- Assist with cybersecurity initiatives, including security awareness, endpoint protection, phishing prevention, and access controls.
- Support IT projects, system upgrades, deployments, and other technology initiatives as required.
- Ensure IT practices comply with company policies, security requirements, and applicable standards.
- Provide a high level of customer service and communicate technical information clearly to employees with varying levels of technical knowledge.
- Perform other IT-related duties as assigned.

WHAT YOU NEED:

- Post-secondary education in Information Technology, Computer Science, or a related field is preferred.
- 1–3 years of experience in a help desk, service desk, desktop support, or similar IT support role.
- Strong troubleshooting and problem-solving skills.
- Experience supporting Windows-based computers and Microsoft 365 environments.
- Familiarity with Active Directory, Entra ID/Azure AD, Microsoft Teams, and common IT support tools.
- Knowledge of basic networking concepts, including TCP/IP, Wi-Fi, VPNs, printers, and connectivity troubleshooting.
- Strong customer service and communication skills.
- Ability to prioritize multiple requests and work effectively in a fast-paced environment.
- Strong attention to detail and documentation skills.
- Ability to maintain confidentiality and handle sensitive information appropriately.

We provide accommodations to job applicants with disabilities throughout the hiring process. If a job applicant requires accommodation during the application process or through the selection process, the hiring manager and the Human Resources specialist will work with the applicant to meet the job applicant's accommodation needs.

📌 Help Desk Analyst (Aylmer)
🏢 CareerBeacon
📍 Aylmer