Service Desk Analyst

Calian

Multiple Locations, Multiple Locations

Salary: Information not available

About Calian

At Calian, we help organizations overcome obstacles, manage risks, and drive progress. Since 1982, we’ve grown from a small consulting firm into a trusted global company across defence, space, health, nuclear energy, public safety, and government.

We create innovative solutions that tackle complex challenges and help organizations and communities stay resilient, informed, and connected. If you’re driven by purpose and energized by solving real-world challenges, we want you on our team.

Job Type: Full Time

Position Overview

As an IS Service Desk Technician Tier 1, you will be the first point of contact for end-users seeking technical assistance. Your primary responsibility is to provide excellent customer service by resolving IS-related issues promptly and efficiently. You’ll work closely with other IS team members to ensure smooth operations and user satisfaction.

This is a hybrid position with 3 office days.

Responsibilities

User Support:
- Provide one-on-one end-user support and problem resolution via telephone, email, and other communication channels.
- Diagnose and troubleshoot hardware, software, and network-related issues.
- Assist users with login problems, password resets, and account management.
Hardware and Software Maintenance:
- Perform in-person, on-site repairs of PC desktop hardware, printers, and other peripherals.
- Install, configure, troubleshoot and update software applications on user devices.
- Ensure proper functioning of workstations, laptops, and mobile devices.
Network and Connectivity:
- Resolve minor network issues (e.g., LAN access) and escalate complex network problems to higher tiers.
- Assist users with connectivity issues, including Wi-Fi and VPN setup.
Documentation and Knowledge Base:
- Maintain accurate records of user requests, incidents, and resolutions.
- Contribute to the knowledge base by documenting common issues and solutions.
Customer Service:
- Communicate effectively with end-users, demonstrating patience and empathy.
- Manage user expectations and provide timely updates on issue resolution.
Security Awareness:
- Educate users on security best practices, including password hygiene, phishing awareness and cyber awareness training.
- Report any security incidents promptly to higher tiers.
Collaboration:
- Collaborate with other IS teams to escalate complex issues and ensure timely resolution.
- Participate in team meetings and contribute to process improvements.
Ability to travel, work evenings & weekends
Ability to participate in after-hours on-call support

Perform other duties as assigned

Qualifications

•Education: Associate degree or equivalent experience in information technology or related field

•Experience: Relevant work experience in a help desk or technical support role.

•Certifications: Industry certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate) are a plus.

•Skills:

Strong problem-solving abilities.

Excellent communication skills.

Familiarity with Windows and macOS operating systems.

Basic knowledge of networking concepts.

User-focused mindset.

We welcome applications from candidates at early stages of their IT careers, including recent graduates, career switchers, and those returning to the workforce. If you meet some — but not all — of the qualifications below, we encourage you to apply.

Compensation

$55,000 – $68,000

Vacancy

We have 1 available position

AI Usage Disclosure

At Calian, we do not use Artificial Intelligence (AI) to screen or evaluate candidates. AI tools may support backend administrative tasks, but they do not influence hiring decisions. All evaluations and decisions are made by real people on our recruitment team and hiring managers. All applicants are reviewed and only those chosen for an interview will be contacted by our recruiting team.

How we hire

Our hiring process is designed to help us get to know you and discover if you are the best fit for our team. It's also an opportunity for you to gauge if a role at Calian is the right fit for you.

Throughout the process, we’ll share details of the kind of work you’ll be doing, the projects you’ll be working on, the team you’ll be joining, and what it’s like working at Calian. Our biggest tip throughout the process is to just be your authentic self!
Our commitment to diverse, yet highly specialized solutions require many different skills and abilities. We look for the best talent that can contribute to Calian’s success as well as enhance our culture. We encourage you to apply to a role or join our talent community and sign up for job alerts that match your area of expertise and what you are looking for in your next opportunity.

During the recruiting process, you’re encouraged to notify us of any accommodations you may require. We’ll be happy to help.
We give the same time and consideration to everyone who applies. Here are a few things you can do to ensure your application shines:
- Do your research on Calian, the department, and team you are looking to join
- Add a cover letter that explains why you are a good fit for this position
- Share a portfolio, personal websites, or links to your professional social media
- In your CV, highlight your key achievements - this is your time to brag
- Include dates! Share the timeline of your experience
- Stand out by tailoring your resume to each position you apply to
- Only apply to roles you’re genuinely interested in and that align to your experience
- Be prepared! Do your research on Calian, the department, and team you are looking to join
- View the responsibilities for the role and find examples that demonstrate how you’ve completed these in your previous work experience
- Prepare a list of questions to ask us
- Dress business casual for your interview (virtual and in person)
- We assess your skills and fit, you assess our fit for you
- We keep you updated and share expectations as we make progress in the recruiting cycle
- Feel free to reach out to your Talent Acquisition Specialist at any time during the hiring process

Perks and benefits

Flexible work hours
Robust company-paid benefits
Generous time off package
A balanced approach to work and life
Stock purchase plan
RRSP program*
Work from home options

We are ommitted to hiring military and Veteran spouses and encourage you to identify your connection with the MSEN when reaching out to us or applying to any of our open roles.

Have questions or want to learn more about us? We would love to hear from you!

Amy.Robillard@calian.com

Whenever possible, reach out to a named contact rather than a general inbox - it helps ensure a quicker, more personalized response. If you hit a bounce-back, let us know at

employment.Emploi@cfmws.com

About Calian

For over 40 years, Calian has delivered mission critical solutions when failure is not an option. Trusted worldwide, we empower organizations in critical industries to overcome obstacles, manage risks and drive progress.

Our deep roots in the defence and security community shape who we are—and who we hire. We proudly employ military veterans and support their families by offering meaningful full and part time career opportunities that value their skills, experience and service. From flexible roles that support the realities of military life to pathways that help veterans transition their expertise into civilian careers, we are committed to building a workplace where military families can thrive. Join our team of professionals across Canada as we create solutions that protect lives, strengthen security, foster global connectivity and drive economic progress—making a lasting impact where and when it matters most.

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