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Help Desk Analyst (Tier 1)

Job Functions
  • Provide front line support to clients from many different industries, ranging from dental offices to car dealerships
  • Interact with clients remotely via telephone (80%) and in person at their locations (20%)
  • Provide complete support for client environments including hardware, operating systems, line of business applications and network equipment
  • Work with vendor support on behalf of our clients to ensure their support issues are resolved
  • Focused on completing a higher volume of tickets, the majority of which should be possible to complete in on hour or less
  • Escalate tickets to tier 2 as required, and ensure that all steps have been properly documented before escalating
  • Use, update and contribute content to our internal knowledge base
  • Client site visits to resolve issues within skillset
  • Implementation projects as required and able, such as desktop deployments
  • Maintain a calm and professional attitude even when dealing with stressful situations
  • Earn the trust and respect of clients
  • Works on obtaining industry certifications to further career path
  • Time entry in real time


Skills and Qualifications
      • Education: 1-2 years of relevant study and diploma preferred, but relevant work experience can be a substitute
      • Preference will be given to candidates who have previously been employed at a Managed Services Provider
      • Experience with Windows desktop and server support and networking
      • Strong and effective oral and written communicator
      • Strong time management skills, multitasking skills, and the ability to prioritize tasks with minimal supervision
      • Professional, responsive, and positive work attitude is essential 

Join Us


Reports To: Service Manager
Direct Reports:   None

$40,000 - $50,000


Keeran Networks is a rapidly growing Managed Services Provider headquartered in Edmonton. We have an excellent team, great work environment and wonderful clients to work with. We are currently seeking a full-time Help Desk Analyst to be based in our Vancouver office.

As a Managed Services Provider, we tend to be exposed to more technologies than most internal IT positions, and we certainly support a broader variety of network environments. The pace and demands of our environment are also much greater than an internal IT position. The successfully candidate will be a highly organized individual who is a great communicator.


To apply, fill in the form or send your resume along with a cover letter to: JoinTheTeam@keeran.ca

NOTE:  This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.