Junior IT Helpdesk Analyst

Job Summary
We are looking for a motivated Junior Help Desk Analyst to join our IT support team in Edmonton. This entry-level position provides technical assistance to end-users, troubleshooting hardware and software issues across various operating systems. The ideal candidate will have strong English communication skills, a passion for customer service, and a foundational understanding of computer networking and operating systems. This role offers an excellent opportunity to develop technical skills in a dynamic environment supporting enterprise IT infrastructure.

Duties

• Provide first-level technical support via help desk ticketing systems AutoTask (Kaseya ecosystem)
• Troubleshoot and resolve issues related to Windows and macOS operating systems
• Assist users with desktop support including hardware, software, network and peripheral devices
• Support network connectivity issues involving LAN, VPN, and firewall configurations
• Diagnose and resolve software problems related to Microsoft Office applications and other enterprise software
• Manage user accounts and permissions within Active Directory and other access control systems
• Document support activities accurately in ticketing systems and communicate resolutions effectively to end-users
• Escalate complex issues to senior technical staff when necessary while maintaining excellent customer service standards

Requirements

• Basic knowledge of operating systems including Windows, macOS, environments
• Familiarity with computer networking concepts such as LAN, VPN, firewall, and LAN security protocols
• Experience with help desk tools like AutoTask preferred
• Understanding of desktop support procedures including hardware troubleshooting and software installation
• Knowledge of software troubleshooting techniques for common enterprise applications
• Strong English communication skills to effectively assist users with varying levels of technical expertise
• Ability to work independently and as part of a team in a fast-paced environment
• Excellent customer service skills with a professional attitude toward end-user support

What We're Looking For

Technical Skills

• Basic understanding of networking, hardware, and software troubleshooting
• Familiarity with Windows environments and Microsoft 365
• Experience with or willingness to learn Autotask and Datto RMM
• Diploma from a technical institution such as NAIT is preferred

Who You Are

• Outgoing and approachable — you enjoy talking to people
• Empathetic — you understand that IT issues are stressful for clients
• Strong written and verbal communication skills in English are required
• A strong communicator who can explain technical issues in plain language
• A team player who brings positive energy to the workplace
• Eager to learn and grow in a fast-paced MSP environment

Compensation

• $22 - $25/hr based on experience
• Full benefits package after successful completion of 3-month probationary period
• 3-month performance review with growth potential

Work Environment

• Full-time, in-person at our Edmonton office
• Candidates must be local to Edmonton — no relocation assistance is offered
• Flexible scheduling to accommodate personal appointments and family needs
• Occasional client site visits with a Senior Technician

Why Work at Western Rockies IT?

We invest in our people. Western Rockies IT is growing fast. We want our employees to grow with us. When new senior roles open up, we look internally first. Your career path is real here.

We take care of you. Full benefits package kicks in after your 3-month probation. We want you healthy, supported, and set up for success.

We have fun together. Team lunches, Christmas parties, and company events are part of our culture. We work hard and celebrate together.

Flexibility matters. Life happens. We get it. We offer flexibility to accommodate appointments and family commitments because a supported employee is a great employee.

You'll never stop learning. Working in an MSP exposes you to a wide range of technologies and industries. Every day brings something new.

How to Apply

Apply directly through this Indeed posting.

Include a cover letter that tells us:

• Your relevant technical skills
• One fun fact about you — show us your personality, if we are going to work together, we need to have some fun together as well!

We want to know who you are, not just what you've done.

Job Types: Full-time, Permanent

Pay: $19.00-$23.00 per hour

Benefits:

• Casual dress
• Company events
• Dental care
• Extended health care
• Life insurance
• On-site parking
• Vision care

Work Location: In person