Type: Part Time, Student Position, In Office or Remote
Position Summary
The Entry Level Help Desk Analyst (Tier 1) provides front-line technical support to users, assists in troubleshooting hardware and software issues, and contributes to small-scale IT or system improvement projects. This entry-level role is ideal for someone looking to begin their career in IT service delivery and gain experience with hands-on support and project coordination. Available to work up to 25 hours a week at our Grande Prairie location, and we can discuss a flexible schedule.
Key Responsibilities
- Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system.
- Diagnose and resolve Tier 1 hardware, software, and network issues.
- Escalate unresolved incidents to Tier 2 or specialized support teams as required.
- Track, document, and update service requests using the help desk ticketing system.
- Assist with user account setup, password resets, and access permissions.
- Support basic system updates, testing, and small project implementations.
- Collaborate with IT teams to ensure consistent and efficient service delivery.
- Contribute knowledge base documentation and user guides.
Qualifications
- Must be a student working toward a diploma or certificate in Information Technology, Computer Science, or a related field (or equivalent work experience). You can be a part-time or full-time student or in a co-op, as long as you’re registered in good standing with a post-secondary institution.
- Basic knowledge of Windows or macOS operating systems, MS Office, and networking fundamentals.
- Strong communication, organizational, and problem-solving skills.
- Ability to translate ‘tech talk’ into plain language.
- Customer-focused mindset with attention to detail and follow-through.
- Ability to manage multiple tasks in a fast-paced support environment.
Preferred Assets
- Experience with help desk or ticketing systems (e.g., ServiceNow, Zendesk, Jira).
- Exposure to ITIL principles or IT service management practices.
- Familiarity with basic system administration or technical troubleshooting.
- Interested in learning project coordination and system implementation support.
What We Offer
- Starting wage is $25/hr.
- Mentorship and training in digital marketing tools and analytics.
- Opportunities to work on live campaigns and build a portfolio.
- Supportive, collaborative team culture with room for growth and potential for full-time
How to Apply
Submit your resume and a brief cover letter via our online application form or via email to careers@ithorizons. Please include “Help Desk Analyst (Tier 1 Support)” in the subject line.
