{"id":2354598,"url":"https://alion.io/job/exchange-technology-services-service-desk-analyst","title":"Service Desk Analyst","company":{"id":1493689,"name":"Exchange Technology Services","domain":"exchangetech.ca","url":"https://alion.io/company/exchangetech","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Thunder Bay, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":35000,"max_usd":75000,"period":"year","method":"role_country_seniority_unknown","sample_n":154},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Service Desk","optional":false},{"name":"SharePoint","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-09T06:00:00Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-20T06:37:42Z","board_verified":true,"closed_at":null,"days_open":11,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":11},"description":"JOB OVERVIEW\nReporting to the Service Desk Manager, the Service Desk Analyst is responsible for providing technical support to end-users, troubleshooting issues, and providing excellent customer service.\nJob Location: 151 Brock St. W. Thunder Bay, ON.\nKEY RESPONSIBILITIES\nManaging incidents and service requests\nMaintaining documentation\nCommunication with clients regularly \nOffer both onsite and remote support for computer hardware, software applications, incident troubleshooting, and configuration to an assigned group of client companies \nParticipate in IT Services as assigned (e.g., backups/restoration, thread prevention, etc) \nAdditional responsibilities as assigned.\nQUALIFICATIONS\nEDUCATION & EXPERIENCE\nBachelor’s degree or College diploma in Information Technology, Computer Science, or a related field considered an asset \nPrevious experience with MS Office applications, Office 365, SharePoint/One Drive, Microsoft Azure, and Microsoft Exchange required\nPrevious experience building and repairing computer hardware, and a working knowledge of past and existing computer hardware components & technologies required\nPrevious experience with Active Directory, Domain Services, and Windows Operating Systems (Consumer/Server) required\nPrevious experience in a Customer Service or Helpdesk Environment is preferred\nKNOWLEDGE, SKILLS & ABILITIES\nTechnical Support and Troubleshooting skills\nAnalytical skills with the ability to solve complex issues\nExcellent customer support and customer service skills \nAbility to work well in a team \nA theoretical working knowledge of virtualization and remote application delivery services preferred \nStrong ability to prioritize tasks and meet deadlines\nStrong attention to detail and accuracy\nProfessional verbal and written communication skills\nExperience in a fast-paced environment with multitasking responsibilities\nMust possess a valid driver’s license and be willing to travel regularly to client locations\nWORKING CONDITIONS\nMust be able to obtain and maintain a clear criminal record check\nPhysically able to perform all listed job duties\nThis role involves working in a variety of environments and includes regular interaction with staff and members of the public \nOn Call/Shiftwork as required to provide after-hour client support\nVarious shifts at a fast pace to meet service level requirements of our clients\nMust be able to obtain and maintain a clear criminal record check\nPhysically able to perform all listed job duties\n\nMethods and procedures described or implied in the job profile may be altered to accommodate employees.","description_format":"text","description_chars":2592,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Information Technology","Information Security"],"lifecycle":[{"event":"open","at":"2026-10-12T14:33:10Z"}],"visa":[],"liveness":{"score":76,"band":"hot","label":"Hiring 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