Service Desk Analyst 1 - Remote Eligible

Service Desk Technician

As part of our Service Desk team, you will provide bilingual, first level technical support to internal and external staff through inbound calls and portal and self-service tickets using a priority-based ticketing system solving both routine and complex technical issues. You will work in a supportive environment with one-on-one training and extensive opportunities to develop your future career goals. You will enjoy a healthy work-life balance with schedules based on rotating shifts, Monday to Friday between the hours of 7:30am and 6:00pm Atlantic, with a rotating 24/7 on-call schedule for after-hours support. This role can be remote (work from home).

Key Responsibilities:

• Provide support via inbound phone queue, self-service ticketing system, chat, and email.
• Log, triage, troubleshoot, and resolve technical incidents and service requests.
• Escalate unresolved incidents to next-level support when required.
• Install and configure desktop software.
• Perform basic security functions, including password resets, multi-factor authentication, and cybersecurity reporting.
• Research and document solutions in our IT knowledge base and contribute to end-user documentation.
• Participate in a rotating 24/7 on-call technical support schedule.

Required Qualifications:

Education: Post-secondary education in computer technology or equivalent experience.

Work Experience: 1-3 years in customer service or a technical support role.

Other Qualifications: The ability to work independently; strong written and spoken communication skills and troubleshooting/problem-solving ability.

• Technical Skills: Familiarity with Active Directory, PowerShell, Windows 10 policies, and Cherwell (or equivalent IT Service Management system) is an asset.

Language Skills: Professional-level written and spoken bilingualism (English & French) is required.

Security Clearance Requirement: In conjunction with our contract with the Federal Government, you will be required to have Reliability Status Clearance (Enhanced Level B). This includes Fingerprinting, Criminal Record Check, Credit Check and you must have resided in Canada for at least 5 years and hold Permanent Resident or Citizenship Status.

What's in It for You?

What makes us a different kind of employer? Our award-winning culture, a team who really cares, unmatched training and support are all dedicated to ensuring you are set up for success. What we offer:

• Permanent full-time position with opportunity to grow in a well-established organization.
• Flexible work arrangements and emphasis on work-life balance.
• Remote and hybrid work options.
• Comprehensive health, vision and dental plan that is 100% employer paid effective on your first day.
• 100% employer-matched Defined Contribution Pension Plan• Annual Incentive Bonus which recognizes your contribution to our success.
• In addition to paid vacation, we offer a gifted week of vacation in your first year and an optional Vacation Purchase Program.
• An organization where we encourage personal learning and growth with opportunities for career development.

We believe our employees should reflect the communities we serve and welcome applications from candidates of all backgrounds. To provide the best experience possible, we will support you with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team of your needs. We are committed to making sure recruitment, retention, advancement, and compensation are fair and accessible while following all relevant human rights and privacy laws. We appreciate everyone who has shown interest in this position. Only those selected for an interview will be contacted.

If you experience any technical issues throughout the application process, please email: Medavie.Recruitment@medavie.ca