Enterprise Service Desk Analyst
Trident Staff
This is a remote position.
Enterprise Service Desk Analyst (Large Enterprise Environment)
Location Requirement: Candidates must be currently located in Canada and available to work within Canadian business hours.
Location: Remote – Standard business hours (EST/CST aligned schedule, flexible between 7 AM – 7 PM CST)
Experience: 5+ years required, Participate in on-call rotations and critical incident response when required
Contract Duration: 6 months (with potential for extension)
Required Certifications (Must Have – minimum 2+):
- CompTIA A+
- CompTIA Network+
- CompTIA Security+
- ITIL Foundation (required)
- Microsoft Certified: Azure Fundamentals (AZ-900) or equivalent
- Microsoft 365 Certified: Fundamentals (MS-900) or equivalent
We are seeking a highly skilled Enterprise Service Desk Analyst to join a large-scale enterprise IT environment supporting mission-critical systems, infrastructure, and end users across a complex and highly structured organization.
This role operates in a high-volume, SLA-driven environment where precision, accountability, and operational discipline are essential. This is not a basic helpdesk position — it requires strong technical depth and the ability to support complex enterprise systems under pressure.
Key Responsibilities
- Provide first-line and escalated support across enterprise users and systems
- Troubleshoot complex issues across servers, networks, cloud platforms, and enterprise applications
- Support Microsoft 365, Azure, and enterprise identity and access management systems
- Administer Active Directory, DNS, DHCP, and core infrastructure services
- Manage endpoint deployment, onboarding, and enterprise workstation environments
- Support Intune, Microsoft Defender, Exchange Online, and security tools
- Participate in system maintenance, patching, upgrades, backups, and security audits
- Ensure accurate incident tracking, documentation, and knowledge base management
- Provide timely communication on incidents, outages, and service disruptions
Required Experience & Skills
- 5+ years of experience in enterprise Service Desk / IT Support within large organizations
- Strong hands-on experience with Microsoft 365 and Azure Active Directory
- Solid understanding of enterprise networking (LAN, WAN, VPN, firewalls, routing, switching)
- Experience supporting Windows enterprise environments and endpoint management tools
- Strong troubleshooting across cloud, infrastructure, identity, and application layers
- Ability to work under pressure in high-volume, SLA-driven environments
- Strong communication, prioritization, and incident management skills
- Experience working in structured ITIL-based environments
Enterprise Operating Environment
- Experience with ITSM tools (ServiceNow, BMC Helix, Jira Service Management or equivalent)
- Incident, Problem, and Change Management (ITIL-based workflows)
- SLA/KPI-driven support environment with strict response and resolution targets
- Tier 1–2 escalation support in structured enterprise service desk environments
- High-volume ticket handling in mission-critical operations
- Security-conscious environment with audit-ready documentation and compliance adherence
Nice to Have
- Microsoft Azure Administrator (AZ-104)
- Microsoft 365 Administrator Expert certification
- Cisco CCNA or equivalent networking certification
- CompTIA Linux+
- ITIL 4 Managing Professional
- SOC/NOC or enterprise operations center experience
- Exposure to large-scale identity and security operations environments
What We’re Looking For
- Strong ownership mindset in enterprise-scale environments
- Ability to manage multiple critical incidents with discipline and accuracy
- High attention to detail and strong documentation standards
- Proactive, structured, and process-driven approach
- Strong collaboration within large enterprise IT teams
- Commitment to operational excellence and service stability
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