Analyst - Helpdesk II

Act as the escalation point for the Help Desk (Level 1) team, providing advanced troubleshooting for computer connectivity, hardware, software, and network issues. Administer Microsoft admin portals and Mobile Device Management (MDM) systems, and support IT projects from planning through completion. Maintain a SLFNHA Inventory of computer assets and ensure Asset tagging. Setup and update new and existing computer workstations.

Salary Range $62,867 to $84,442 per annum

Location: Sioux Lookout

Hours of Work: Mon to Fri 08:30 to 16:30 with on-call responsibilities

Application Deadline: October 23, 2026

Qualifications:

• Persons of First Nations ancestry will be given preference (OHRC, Part II, Special Employment).
• Ability to communicate in one of the First Nations dialects in the Sioux Lookout Zone is an asset.
• Post secondary education or diploma/degree in Information Technology or Computer Science, or equivalent working experience
• IT related certifications (e.g. Microsoft Certified: Modern Desktop Administrator Associate, CompTIA Network+, Security+, ITIL Foundation, or PMP/CAPM) are a definite asset
• Minimum 5+ years of progressive experience in an IT support role, including experience handling escalated or advanced technical issues
• Demonstrated experience administering Microsoft admin portals, including the Microsoft 365 admin center, Exchange admin center, Azure AD/Entra ID, and Intune
• Hands on experience with Mobile Device Management (MDM) platforms, including device enrollment, configuration profiles, and compliance policy management
• Project management skills, including planning, coordinating and tracking IT projects such as system rollouts, upgrades and migrations
• Experience managing Active Directory and/or Azure Active Directory, including user accounts, groups, and permissions
• Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, and wireless troubleshooting
• Exposure to server administration and virtualization (Windows Server, Hyper V or VMware) is an asset
• Understanding of backup, disaster recovery, and cybersecurity best practices, including endpoint protection and patch management
• Strong analytical and troubleshooting skills, with the ability to diagnose and resolve complex technical problems
• Excellent communication skills, with the ability to explain technical concepts to non technical audiences and mentor junior staff
• Ability to manage multiple priorities and projects independently in a fast paced environment
• Experience with asset management and hardware tracking, including purchase orders (P.O.)

Roles and Responsibilities:

• Act as the escalation point for technical issues escalated by Help Desk (Level 1) Technicians that require advanced troubleshooting or specialized knowledge
• Diagnose and resolve complex hardware, software, network, and system issues beyond the scope of Level 1 support
• Administer and maintain Microsoft 365 admin portals, including user and license management, Exchange, SharePoint, Teams, and security and compliance settings
• Manage and maintain Mobile Device Management (MDM) solutions, including enrolling and configuring workstations, laptops, tablets, and mobile devices, and enforcing compliance and security policies
• Assist in coordinating IT projects such as system upgrades, software rollouts, and technology migrations, including planning timelines, resources, and stakeholder communication
• Manage Active Directory and Azure AD (Entra ID) accounts, security groups, and permissions in line with organizational policy
• Configure, maintain, and troubleshoot network infrastructure components such as switches, routers, firewalls, and wireless access points as required
• Monitor system performance, security alerts, and backup jobs, and respond to and remediate issues in a timely manner
• Develop and maintain technical documentation, standard operating procedures, and knowledge base articles to support Level 1 staff
• Mentor, train, and provide technical guidance to Help Desk (Level 1) Technicians to support their growth and improve first contact resolution
• Assist in evaluating new technologies, tools, and vendors, and provide recommendations for improving IT service delivery
• Support server administration tasks and assist with maintaining backup and disaster recovery readiness
• Keep accurate records of IT assets, including hardware, software, and other equipment, and maintain the inventory tracking system
• Stay informed on new or emerging trends and technologies that provide clear benefits to the organization and/or clients
• Participate in an on call rotation to provide after hours support as required
• Provide assistance when required and any other duties as assigned

Working Conditions

• Ability to work flexible hours, including early starts, late finishes, nights, and weekends
• Prolonged sitting at a desk and extended use of computer screens and a headset
• After-hours work as part of a rotating on-call roster
• Overtime may be required to meet operational needs
• Some travel to FN communities in Sioux Lookout region and or Thunder Bay may be required

About Working with Us

The Sioux Lookout First Nations Health Authority (SLFNHA) serves 33 First Nation communities in the Sioux Lookout region in Ontario, Canada. Mandated by the leadership in these communities, our organization is dedicated to strengthening First Nations by contributing in unique ways to a strong health system for the Anishinabe.

We value respect, relationships, culture, equality and fairness. Sioux Lookout First Nations Health Authority focuses on hiring Indigenous employees whenever possible.

We offer competitive and comprehensive employment benefits to Full-Time employees:

• Health and dental benefits
• Competitive time off plans that increase with years of service
• Pension plan & comprehensive insurance coverage
• Fitness reimbursement program
• Professional development opportunities
• Relocation assistance