Enterprise Service Desk Analyst

This is a remote position.

Enterprise Service Desk Analyst (Large Enterprise Environment)

Location Requirement: Candidates must be currently located in Canada and available to work within Canadian business hours.

Location: Remote Standard business hours (EST/CST aligned schedule flexible between 7 AM 7 PM CST)

Experience: 5 years required Participate in on-call rotations and critical incident response when required

Contract Duration: 6 months (with potential for extension)

Required Certifications (Must Have minimum 2):

• CompTIA A
  
• CompTIA Network
  
• CompTIA Security
  
• ITIL Foundation (required)
  
• Microsoft Certified: Azure Fundamentals (AZ-900) or equivalent
  
• Microsoft 365 Certified: Fundamentals (MS-900) or equivalent
  

We are seeking a highly skilled Enterprise Service Desk Analyst to join a large-scale enterprise IT environment supporting mission-critical systems infrastructure and end users across a complex and highly structured organization.

This role operates in a high-volume SLA-driven environment where precision accountability and operational discipline are essential. This is not a basic helpdesk position it requires strong technical depth and the ability to support complex enterprise systems under pressure.

Key Responsibilities

• Provide first-line and escalated support across enterprise users and systems
  
• Troubleshoot complex issues across servers networks cloud platforms and enterprise applications
  
• Support Microsoft 365 Azure and enterprise identity and access management systems
  
• Administer Active Directory DNS DHCP and core infrastructure services
  
• Manage endpoint deployment onboarding and enterprise workstation environments
  
• Support Intune Microsoft Defender Exchange Online and security tools
  
• Participate in system maintenance patching upgrades backups and security audits
  
• Ensure accurate incident tracking documentation and knowledge base management
  
• Provide timely communication on incidents outages and service disruptions
  

Required Experience & Skills

• 5 years of experience in enterprise Service Desk / IT Support within large organizations
  
• Strong hands-on experience with Microsoft 365 and Azure Active Directory
  
• Solid understanding of enterprise networking (LAN WAN VPN firewalls routing switching)
  
• Experience supporting Windows enterprise environments and endpoint management tools
  
• Strong troubleshooting across cloud infrastructure identity and application layers
  
• Ability to work under pressure in high-volume SLA-driven environments
  
• Strong communication prioritization and incident management skills
  
• Experience working in structured ITIL-based environments
  

Enterprise Operating Environment

• Experience with ITSM tools (ServiceNow BMC Helix Jira Service Management or equivalent)
  
• Incident Problem and Change Management (ITIL-based workflows)
  
• SLA/KPI-driven support environment with strict response and resolution targets
  
• Tier 12 escalation support in structured enterprise service desk environments
  
• High-volume ticket handling in mission-critical operations
  
• Security-conscious environment with audit-ready documentation and compliance adherence
  

Nice to Have

• Microsoft Azure Administrator (AZ-104)
  
• Microsoft 365 Administrator Expert certification
  
• Cisco CCNA or equivalent networking certification
  
• CompTIA Linux
  
• ITIL 4 Managing Professional
  
• SOC/NOC or enterprise operations center experience
  
• Exposure to large-scale identity and security operations environments
  

What Were Looking For

• Strong ownership mindset in enterprise-scale environments
  
• Ability to manage multiple critical incidents with discipline and accuracy
  
• High attention to detail and strong documentation standards
  
• Proactive structured and process-driven approach
  
• Strong collaboration within large enterprise IT teams
  
• Commitment to operational excellence and service stability