Title: Service Desk Analyst

Transportation and Infrastructure Nunavut

Community: Housing: Subsidized Staff Housing is not Available

This employment opportunity is restricted to residents of Iqaluit only.

Reporting to the Service Desk Supervisor, theService Desk Analyst (Analyst)isa member of the Government of Nunavut’s (GN) Help Desk team that provides first-line technical support to GN employees, resolving IT-related issues and service requests at first contact whenever possible. This position is essential to ensuring business continuity, user productivity, and IT security across the GN. The position also plays a key role in monitoring and enforcing security policies, evaluating and responding to security alerts (e.g., account lockouts, potential phishing attempts), and ensuring compliance with GN IT policies. The Service Desk Analyst forms an integral part of the client support functions for GN departmental clients. The GN Service Desk is the first point of contact for all IT related matters and is the IM/IT liaison for IT services to the GN client base.

Creating, administering access rights, expires user accounts, and archiving accounts using Active Directory, Microsoft Entra ID (Azure AD), and other identity management technologies;

Managing Multi-Factor Authentication (MFA), password resets, and account security measures;

Tracking and managing requests for website content filtering changes;

Providing Office 365 administration, including mailbox setup, moving, renaming, and creating/modifying distribution groups;

Assisting users in enabling and troubleshooting remote VPN connectivity;

Performing phone administration tasks, including client phone display name changes and voicemail passcode resets;

Tracking and documenting service incidents, problems, in ServiceNow.

Handling all work orders and requests for IT services, guidelines, and procedures;

Reporting, updating,



and escalating unresolved items to senior technical teams;

Providing daily and weekly activity reports to track service performance and identify improvement areas.

Diploma in Information Technology, Computer Science, or a related field;

ITIK v4 Foundation Certification;

Microsoft 365 Certified: Minimum of 2 years of experience in IT support, service desk operations, or technical troubleshooting within a large-scale organization;

Experience working in an ITIL-based service management environment, utilizing ITSM platforms like ServiceNow.

This is a Position of Trust and a satisfactory Criminal Record Check is required.

The Official Languages of Nunavut are Inuktut, English and French. Applicants may submit their resume in any of the official languages of Nunavut. Fluency in more than one of Nunavut’s official languages would be considered an asset.Knowledge of Inuit communities, culture,land,Inuit Qaujimajatuqangit, Inuktut and experience working in a northern cross-cultural setting are also considered assets.

therefore, priority will be given to Nunavut Inuit who self-identify as being enrolled under the Nunavut Agreement in accordance with the Priority Hiring Policy.

Government of Nunavut employees serving a probationary period must obtain and provide written authorization from the deputy head of their employing department. Possession of a criminal record may not disqualify candidates from being considered. An assessment of the criminal record will be measured against the scope and duties of the position.This is only a requirement for positions that require a satisfactory criminal record or vulnerable sector check.

Applicants may submit their resume in any of the Official Languages of Nunavut.

The onus is on candidates in receipt of foreign post-secondary education credentials to have their foreign credentials assessed through a recognized Canadian education institution.

📌 IT Helpdesk Analyst (Remote) (Iqaluit)
🏢 Government of Nunavut
📍 Iqaluit