IT Helpdesk Support Analyst

Address:

The Position
The IT Helpdesk Support Analyst is the first point of contact for technical assistance across the
organization. This role is responsible for delivering high-quality Tier 1 support resolving common
hardware and software issues and escalating more complex problems to senior IT team members. The
ideal candidate is customer-focused technically curious and eager to grow within an enterprise IT
environment.
What is in it for you
At Burgundy our culture is one of radical responsibility. We thrive in an environment where we are
continuously learning and improving in service to our clients and one another. The position provides an
excellent opportunity to work with various groups across the firm. The environment will be fast paced
and will be filled with learning experiences that will benefit you moving forward.
Work in person for a dynamic face paced progressive and high performing team
Leaders who will support your development through coaching and mentoring
Access to future career opportunities
Opportunities to do challenging work
Ability to make a difference and have a lasting impact
Responsibilities
In this role you will:
Provide first level (Tier 1) IT support to internal users via ticketing system email phone and
chat
Triage diagnose and resolve common hardware software and connectivity issues
Escalate unresolved or complex issues to appropriate Tier 2 / Tier 3 team members with proper
documentation
Manage and update helpdesk tickets to ensure timely resolution and clear communication
Deploy configure and support laptops desktops mobile devices and peripherals
Image and prepare new or replacement laptops for employee onboarding
Assist with Microsoft 365 support (Outlook Teams SharePoint OneDrive)
Support meeting rooms A/V equipment and collaboration tools
Assist with user account provisioning access requests and basic Active Directory / Azure AD
tasks
Maintain accurate IT documentation knowledge base articles and support procedures
Track and manage IT hardware inventory and equipment stock levels
Participate in after hours support on a rotational or as needed basis
Collaborate closely with senior IT team members to learn and improve support processes
Skills and Specifications
The ideal candidate will be/have:
12 years of IT support experience
Strong understanding of Windows operating systems
Basic knowledge of networking concepts (Wi Fi VPN DHCP DNS)
Familiarity with Microsoft 365 and endpoint devices
Strong customer service mindset with clear verbal and written communication skills
Ability to prioritize tasks and manage multiple tickets in a fast paced environment
Willingness to learn and grow technical skills
Nice-to-Have Skills
Experience with ticketing systems (e.g. Freshdesk ServiceNow or similar)
Exposure to Azure AD Active Directory or endpoint management tools
Familiarity with device imaging and asset management
Basic understanding of IT security best practices

The above represents BMO Financial Groups pay range and type.

Salaries will vary based on factors such as location skills experience education and qualifications for the role and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles the salary listed above represents BMO Financial Groups expected target for the first year in this position.

BMO Financial Groups total compensation package will vary based on the pay type of the position and may include performance-based incentives discretionary bonuses as well as other perks and rewards. BMO also offers health insurance tuition reimbursement accident and life insurance and retirement savings plans. To view more details of our benefits please visit: Us

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting positive change for our customers our communities and our people. By working together innovating and pushing boundaries we transform lives and businesses and power economic growth around the world.

As a member of the BMO team you are valued respected and heard and you have more ways to grow and make an impact. We strive to help you make an impact from day one for yourself and our customers. Well support you with the tools and resources you need to reach new milestones as you help our customers reach theirs. From in-depth training and coaching to manager support and network-building opportunities well help you gain valuable experience and broaden your skillset.

To find out more visit us at is committed to an inclusive equitable and accessible workplace. By learning from each others differences we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation please contact your recruiter.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO directly or indirectly will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid written and fully executed agency agreement contract for service to submit resumes.