Service Desk Analyst

BeyondTrust

. Provide technical support and assistance to end users in person and remotely .

Posted 9/30/2026full-timeHalifax • CanadaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong technical support capabilities, including troubleshooting software, hardware, and network-related issues, while effectively communicating technical concepts to non-technical users. Proficient in managing IT equipment and coordinating with vendors to ensure optimal performance and maintenance.

Highest-signal resume keywords

Technical Support ExperienceTicketing Systems ProficiencyAsset Management KnowledgeWindows And MacOS ProficiencyCustomer Service Orientation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Troubleshooting Software IssuesTroubleshooting Hardware IssuesNetwork-Related Issue ResolutionIT Equipment ManagementIncident Management ProcessesAsset ManagementIntermediate Office365 SkillsBasic IT Infrastructure UnderstandingEndpoint Security Technology FamiliarityLogistics Management Experience

Soft Skills

Excellent Communication SkillsProblem-Solving SkillsAttention To DetailAdaptability To Changing TechnologiesEffective Written And Verbal Communication

Tools & Technologies

ServiceNowTicketing SystemsITIL FoundationClaude AI

Certifications & Qualifications

Office 365 CertificationsITIL Foundation Certificate

Industry Keywords

Technical SupportIT EquipmentNetwork DevicesIncident ResolutionVendor Coordination

Tech Stack

Tools & technologies

MacOSServiceNow

About the role

Key responsibilities & impact

Provide technical support and assistance to end users in person and remotely
Log and track incidents and service requests in a ticketing system
Escalate issues to appropriate teams and follow incident resolution and request fulfilment processes
Manage and maintain IT equipment, including computers, printers, network devices, and peripherals
Maintain inventory, track assets, and ensure equipment functionality and maintenance
Coordinate with infrastructure teams on switch upgrades and security operations on firewall upgrades
Monitor IT systems and networks to identify issues, mitigate risks, and ensure performance
Coordinate with third-party vendors on equipment maintenance, repairs, and warranty claims
Conduct IT training and orientation for new employees
Translate non-technical difficulties into technical language for technical teams

Requirements

What you’ll need

A bachelor's degree in computer science, information technology, or a related field experience
Proven experience providing technical support to end users, face-to-face or remotely
Strong knowledge of IT equipment, including Windows and MacOS computers, printers, networking devices, and peripherals
Excellent communication skills and ability to translate technical concepts into non-technical terms
Familiarity with ticketing systems, incident management processes, asset management, and ServiceNow
Intermediate understanding of Office365
Ability to prioritize and manage multiple tasks while maintaining attention to detail
Proficiency troubleshooting software, hardware, and network-related issues
Basic understanding of IT infrastructure and networking concepts
Effective written and verbal communication and presentation ability
Strong customer service orientation and problem-solving skills
Adaptability to changing technologies and willingness to learn new tools and systems
Experience with third-party vendors for equipment maintenance and warranty claims is desirable
Nice to have: experience with Endpoint Security Technology, Logistics Management, Office 365 certifications, Claude AI, and ITIL Foundation certificate

Benefits

Comp & perks

Culture of flexibility, trust, and continual learning
Recognition for employee growth and impact
Diversity and inclusion values
Employee support and care