Service Desk Analyst

Title: Service Desk Analyst
Department: Transportation and Infrastructure Nunavut
Community: Iqaluit
Requisition Number: 1074
Type of Employment: Indeterminate
Salary range: $114,897 to $130,409 per year,40hours/week
Northern Allowance: $16,818 per year
Housing: Subsidized Staff Housing is not Available
Union Status: Nunavut Employees Union
Closing date:November 20, View email address on click.appcast.io:59 p.m. eastern time.

This employment opportunity is restricted to residents of Iqaluit only.

An eligibility list may be created to fill future vacancies.

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.

The primary responsibilities of the Analyst includes:

• 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.

The knowledge, skills, and abilities required for this job are usually obtained through a recognized:

• Diploma in Information Technology, Computer Science, or a related field;
• ITIK v4 Foundation Certification;
• Microsoft 365 Certified: Modern Desktop Administrator Associate;
• CompTIA A+ or Security + Certification;
• 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 environment are also considered assets.

Acceptable combinations of education and experience may be considered for this position. We encourage you to apply if you have equivalent years of education and/or experience equal to the education and experience requirements listed above.

• The Government of Nunavut is committed to creating a representative workforce; 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. The authorization from the deputy head must accompany your application for your application to be considered.
• 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.
• Only those candidates selected for an interview will be contacted.
• 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. Failure to do so may result in the rejection of their application.