Helpdesk Analyst

This job posting was written by a human because we're looking for great people to join our team and provide outstanding service to our clients…. Who are also awesome people, if this sounds interesting, read on.

Before applying for this position, please be sure you have reviewed and can fulfill the following requirements:

• Located in the Edmonton area
• Minimum of 4 years IT Support or related experience
• Team lead, supervisory, or management experience
• Broad knowledge base including desktop, server, and network infrastructure
• High level of Cybersecurity awareness and capability
• Strong communication skills

To apply for this position, please complete the assessment found here:

About Us

Tier 3 I.T. Solutions has been helping businesses thrive since 1990. We specialize in designing, implementing, and supporting the technologies that power our clients' operations. Guided by our mission—to build stronger businesses through thoughtful technology implementations—we continuously challenge ourselves to grow, learn, and excel in service of our clients.

We're proud supporters of the communities that support us, and have focused our donations on: STARS Air Ambulance, Riseup Society of Alberta, Community Options, Horizons Centre, Leduc LINX, Leduc Regional Housing Foundation, Edmonton Meals on Wheels, and many other local organizations.

What makes us different? Most IT companies claim to be proactive—but few truly are. At Tier 3, we've redesigned our structure to focus on proactive roles that improve the Stability, Security, Supportability, and Strategy of our clients' networks. It's our "secret sauce" and why we deliver results others can't.

Job Description
The Helpdesk Analyst is a technical leader and mentor within our support team. This role focuses on elevating the client support experience, driving efficiency, and fostering team growth. You'll analyze support operations, identify trends, and implement strategies that reduce recurring issues and improve service delivery. Acting as an escalation point, you'll guide technicians through challenges—teaching, not taking over—to strengthen the team's capabilities.

As a member of our Technical Services Team, you'll play a key role in enhancing the stability, security, supportability, and strategic alignment of our clients' technology environments. You'll work hands-on with a wide range of technologies, consult with internal teams, and deliver solutions directly to clients.

Successful technicians at Tier 3 IT are strategic thinkers who understand how technology impacts business operations. They communicate clearly with clients and colleagues, take ownership of their work, and maintain high standards in planning, execution, and documentation.

This position is accountable for the following results:

• Strategic Ticket Management: Design strategies for ticket prioritization and resolution based on severity, urgency, and issue type.
• Analytics & Process Improvement: Monitor workload distribution, identify high-demand clients, and recommend efficiency improvements.
• Recurrence Identification: Analyze ticket trends to proactively prevent issues and reduce recurring problems.
• Mentorship & Training: Serve as a training-focused escalation resource, coaching technicians through complex issues.
• Client Advocacy: Conduct proactive client reviews to discuss support experience, ticket history, and service improvements.
• On-Site Support: Provide emergency on-site service when required.
• Tool Optimization: Leverage PSA, RMM, and other MSP tools to streamline operations and enhance client outcomes.

Duties and Responsibilities
Delivering solutions and services to our clients, including but not limited to:

• Cloud Solutions (365 Exchange, Azure, SharePoint, OneDrive, etc.)
• Network Technology (Firewalls, Switches, Access Points, etc.)
• Endpoint Solutions (Workstations, Printers, etc.)
• Infrastructure Solutions (Servers, NAS/SAN, etc.)
• Backup Solutions (Offsite and onsite solutions)
• Security Solutions (Endpoint Protection, Phishing Simulators, SSO/SAML Solutions, etc.)
• Support for a broad range of client systems, software, and infrastructure.

Managing support inquiries and outcomes, including but not limited to:

• The delivery of any of the above solutions
• Participating in client onboardings, and solutions upgrades
• Internal/Special projects
• Vendor Management and Support
• Working with the delivery of new line of business solutions to our clients.
• Providing support and services to our client base.
• Documenting all technology changes involved with any projects, including developing some self-help and support documents to support new technologies.
• Recording all time and efforts in our management software.
• Identifying opportunities for new technology solutions or changes to our current technology.
• Recommending standards for our teams.
• Audits and reporting for client compliance needs.
• Reducing time waste, it is important to stay within time budgets and identify instances where time may be spilling over before it becomes critical.

Required Skills

• Coordination skills
• Organized and detail orientated
• Effective Time Management
• Team Player
• Multi-tasking
• Ability to work on long-term projects and objectives
• Advanced knowledge of IT concepts
• Great communication skills
• Driven to accomplish goals

Criteria for Consideration

• 3+ years leading an MSP support team OR 5+ years leading a corporate IT support team.
• Strong client-facing experience and leadership skills.
• Deep knowledge of Microsoft 365, firewalls, endpoint security, backup solutions.
• Familiarity with PSA and RMM tools.
• Certifications such as CompTIA A+, Network+, Security+ or equivalent education.
• Exceptional communication skills and a mentorship mindset.
• Driven to excel and committed to high-quality work.
• Strong organizational skills and a penchant for detail-oriented work
• Must be able to provide a clean criminal background check
• Must possess a valid drivers license that is free from major infractions and deemed to be insurable by our vehicle insurance provider.
• Must be highly proficient in standard MS Office applications, cloud productivity tools, and general computer use

To apply for this position, please complete the assessment found here:

Job Types: Full-time, Permanent

Pay: $50,000.00-$75,000.00 per year

Benefits:

• Casual dress
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• Work from home

Ability to commute/relocate:

• Edmonton, AB: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote in Edmonton, AB