IT Helpdesk Analyst (Remote)

Esri Canada Limited

IT Service Desk Analyst

Esri Canada has an exceptional opportunity for an IT Service Desk Analyst to join our Information Systems & Technology team.

Reporting to the Manager, IT Service Desk, the person in this role will advanced front-line (Level 1-3) Service Desk support to internal users, ensuring reliable, secure, and effective use of corporate IT systems and services. This role focuses on resolving a broad range of end-user issues, acting as an escalation point within the Service Desk, and contributing to service quality and continuous improvement initiatives under established IT Service Desk processes and standards.

A Day in the Life of an IT Service Desk Analyst at Esri Canada:

• Monitor, triage, and manage Service Desk intake channels (ticketing system, email, phone, chat) to ensure timely response, prioritization, and resolution.
• Diagnose, resolve, document, and track incidents and service requests using the Salesforce incident tracking system, providing clear status updates to users and stakeholders.
• Deliver professional, customer-focused support, including managing difficult or time-sensitive situations and setting appropriate service expectations.
• Perform corporate device lifecycle activities, including laptop builds, re-imaging, deployment, decommissioning, mobile device support, and endpoint security tasks.
• Maintain accurate hardware and software asset records, including SAP asset tagging, inventory updates, and participation in annual asset audits.
• Collaborate with Service Desk peers, broader IT teams, vendors, and service providers to resolve issues and support operational stability.
• Contribute to Service Desk process improvements, tools, documentation, and continuous improvement initiatives, and participate actively in team and departmental meetings.

Minimum of 2+ years of experience in an IT Service Desk or end-user support role.

• Working knowledge of Microsoft operating systems, Microsoft Office applications, internet browsers, and email systems.
• Exposure to Microsoft 365 (O365) environments, including user account and device support.
• Hands-on experience with personal computer hardware, peripherals, and basic networking concepts.
• Experience with endpoint imaging, deployment, and troubleshooting tools.
• Previous experience supporting users in a customer-facing environment; exposure to CRM or ticketing systems (e.g., Salesforce) is an asset.
• University degree or college diploma in Computer Science, Information Technology, or a related discipline.
• Equivalent combination of education and relevant work experience may be considered.
• Fluency in English is essential, as this role requires regular client communication and support in English-speaking regions

Bonus points for this position:

• Demonstrated ability to resolve moderately complex technical issues with discretion and sound judgment.
• Strong customer focus with the ability to manage competing priorities and service expectations.
• Developing expertise across Service Desk technologies, tools, and processes.
• Demonstrated initiative, accountability, and commitment to continuous learning and improvement.
• Bilingual (English / French) is considered an asset.

This role offers a base salary range of $63,500 to $75,400 annually, determined based on experience, skills, and internal equity. Work from Home or hybrid work

• 3 weeks of paid annual vacation, increasing with years of service
• 50 hours of Paid-Time Off (PTO) for personal needs
• 32 hours of Summer Days
• Winter holiday office closure
• Comprehensive health benefits plan
• RRSP match increasing with years of service
• Training and development programs for professional growth
• Company-sponsored events and social activities
• We do not request payment, banking details, or personal financial information during recruitment stages. Esri Canada fosters a dynamic and inclusive work culture, the opportunity to build your skills, and the flexibility to work remotely or at any of our offices across Canada. Occasional travel to corporate offices or customer sites may be required for certain positions. We offer attractive salaries, an engaging work environment, and an outstanding benefits package with generous time-off. We value employment equity and will provide accommodations upon request at any stage of the hiring process.