Jobs in Hamilton

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Added 25 mins ago
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Augmented

MSP Service Desk Analyst I

Burlington, ON, Canada

Full-time

Within 25 km of Hamilton · About 13.1 km from the city centre

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Job details

Job type: Full-time
Apply by: May 11, 2027
Experience: IT diploma or degree, or at least 2 years of general IT or technical support experience
Posted: Nov 12, 2026

Original job description

Location: Burlington, ON (in office, with occasional client site visits)

Type: Full-time, permanent

Compensation: $40,000 – $50,000 CAD + bonus

About the opportunity

Our client is a well-established managed services provider in the Halton region, running helpdesk, security, backup, and cloud for business clients. They're hiring a first-line Service Desk Analyst who takes pride in customer service and doing things properly.

What you'll do

Be the first point of contact for client IT requests by phone, email, and remote session
Troubleshoot and resolve end-user issues across Windows, Microsoft 365, and common business applications
Escalate complex issues to the systems administration team with clear notes
Carry out routine installs, updates, and maintenance according to documented processes
Keep ticket time entries, statuses, and documentation accurate and up to date in real time
Confirm each fix is tested and the client is satisfied before closing the ticket

What you bring

IT diploma or degree, or at least 2 years of general IT or technical support experience
Working knowledge of Windows and Microsoft 365
A calm, patient, customer-first approach and strong attention to detail
Comfort working as part of a close-knit team
Willingness to earn certifications such as CompTIA, Microsoft Endpoint Administrator, and HDI

What's offered

Health, dental, vision, life, and disability benefits
Paid certifications and on-the-job training
Meals and snacks provided in office; regular team events

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More about this job

Responsibilities

Serve as the first point of contact for client IT requests and troubleshoot end-user issues involving Windows, Microsoft 365, and common business applications. Escalate complex issues, perform routine installations and maintenance, maintain accurate ticket records, and verify fixes with clients before closing tickets.

Requirements

Applicants need an IT diploma or degree, or at least two years of general IT or technical support experience, along with working knowledge of Windows and Microsoft 365. The role also requires a patient, customer-first approach, attention to detail, teamwork, and willingness to pursue relevant certifications.

Skills

Customer Service
Windows Troubleshooting
Microsoft 365
Technical Support
Help Desk Support
Ticket Management
Documentation
Remote Support
Issue Escalation
Software Installation
System Updates
Attention to Detail
Teamwork

Benefits

Health Benefits
Dental Benefits
Vision Benefits
Life Insurance
Disability Benefits
Paid Certifications
On-the-Job Training
Meals and Snacks
Team Events

Visa sponsorship

Not detected in the job text

Keywords

Managed Services Provider
Service Desk
Help Desk
Windows
Microsoft 365
Business Applications
IT Support
Technical Support
Troubleshooting
Remote Sessions
Ticket Management
Ticket Time Entries
Issue Escalation
Systems Administration
Software Installation
System Updates
IT Maintenance
Documentation
Customer Service
CompTIA
Microsoft Endpoint Administrator
HDI
Security
Backup
Cloud Services

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