{"id":2183696,"url":"https://alion.io/job/j-d-irving-service-desk-analyst","title":"Service Desk Analyst","company":{"id":1997101,"name":"J.D. Irving","domain":"jdirving.com","url":"https://alion.io/company/jdirving-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"B","score":76,"open_postings":128,"ghost_share":0,"stale_share":0.953,"repost_share":0,"time_to_fill_p50_days":33,"computed_at":"2026-11-01T06:10:25Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Fredericton, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":40000,"max_usd":75000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":34},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"ITIL","optional":false},{"name":"Outlook","optional":false},{"name":"Service Desk","optional":false},{"name":"Windows","optional":false},{"name":"ServiceNow","optional":true}],"status":"live","first_seen_at":"2026-10-09T15:14:06Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-11-01T21:43:55Z","board_verified":true,"closed_at":null,"days_open":23,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":23},"description":"As a Service Desk Analyst with JDI IT, you will be the first point of contact for employees across the J.D. Irving group of companies seeking technical assistance. You will respond to incidents, service requests, and general IT inquiries through phone, chat, and our IT service management platform.\nWorking in a fast-paced environment, you will provide exceptional customer service while troubleshooting a wide range of technology issues. You will guide users through solutions, restore service efficiently, and help deliver a consistent support experience aligned with ITIL best practices.\nThis role offers an excellent opportunity to develop your technical expertise, expand your understanding of business operations, and contribute to the continuous improvement of IT services. You'll join a collaborative team that values learning, innovation, and customer service excellence.\nSecurity Requirements\nSuccessful applicants must have resided in Canada for a minimum of five (5) years to meet the requirements of the Canadian Controlled Goods Program (CGP), Canadian Government security clearances, and U.S. International Traffic in Arms Regulations (ITAR).\nWork Arrangement\nFull-time, on-site position. Scheduled shifts are Monday to Friday between 7:00 a.m. and 6:30 p.m., consisting of 7.5 working hours plus a one-hour unpaid lunch break.\n Serve as the first point of contact for IT incidents, service requests, and general technology inquiries.\nProvide support to end users through phone, chat, and the IT service management platform.\nTroubleshoot and resolve hardware, software, mobile device, and account-related issues.\nGuide users through technical solutions with clear and professional communication.\nManage tickets from intake through resolution, ensuring accurate documentation and timely follow-up.\nEscalate complex or high-priority issues to appropriate support teams when required.\nSupport user account management, password resets, and basic access requests.\nContribute to knowledge articles and process documentation.\nIdentify recurring issues and opportunities for service improvement.\nCollaborate with IT teams to support incident resolution and technology deployments.\n University degree or college diploma related to Information Technology.\nExperience supporting Windows-based desktop and mobile technologies.\nFamiliarity with Microsoft 365 applications, including Outlook, Teams, and Office.\nBasic understanding of Active Directory and networking concepts.\nStrong troubleshooting, analytical, and problem-solving skills.\nExcellent communication skills with a focus on customer service.\nAbility to prioritize multiple tasks in a fast-paced environment.\nA positive attitude, curiosity, and a desire to continuously learn and grow.\nNice to Have\nExperience in an IT Service Desk or technical support environment.\nFamiliarity with Active Directory administration.\nExperience with ServiceNow or other IT service management platforms.\nITIL Foundation certification or knowledge of ITIL practices.\nPrevious customer service or call center 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