Help Desk Analyst

About Prime Quadrant

Prime Quadrant serves over 240+ affluent families, with approximately CAD 26 billion in Assets under Consultation*. Our mission is to empower families for the future and assist them across the full range of their financial, social, and human capital needs.

Our culture is the Prime Quadrant PATH – we are Purposeful, Authentic, Tenacious, and Humble. We love the work we are privileged to do, the wonderful group of families we are fortunate to serve, and the exceptional team we have assembled. We have been on a growth trajectory for several years. Prime Quadrant is proud to be designated one of the Best Workplaces™ in Canada.

To learn more about Prime Quadrant, please visit: https://www.primequadrant.com

The Opportunity

The Helpdesk Analyst is the first point of contact for technology support across the organization. This role is responsible for resolving day-to-day technology issues, supporting employee onboarding and offboarding, managing hardware and software requests, and ensuring employees have a reliable and positive technology experience.

Working closely with the IT Operations Analyst, this role provides an opportunity to build broad technical skills across Microsoft 365, endpoint management, identity, networking, cybersecurity, and IT operations.

The ideal candidate is curious, service-oriented, technically capable, and eager to learn. They should enjoy solving problems and have the judgment to know when an issue should be resolved independently versus escalated to the IT Operations Analyst.

Key Responsibilities

Helpdesk & Technical Support

• Serve as the first point of contact for employee technology support.
• Respond to helpdesk requests and troubleshoot hardware, software, connectivity, and account issues.
• Diagnose and resolve common Windows, Microsoft 365, Teams, Outlook, OneDrive, and browser-related issues.
• Support employees with printers, peripherals, monitors, docking stations, mobile devices, and other technology equipment.
• Troubleshoot basic network and connectivity issues.
• Escalate complex or recurring issues to the IT Operations Analyst with appropriate troubleshooting information.
• Maintain a high standard of customer service and communication throughout the support process.

User Onboarding & Offboarding

• Prepare and configure laptops, desktops, peripherals, and other equipment for new employees.
• Set up user accounts, applications, permissions, and required technology services.
• Support employee onboarding and ensure technology is ready on or before their start date.
• Execute standard offboarding procedures, including equipment recovery and access removal.
• Maintain accurate records of assigned devices and technology assets.
• Coordinate equipment replacements, repairs, and returns.

Microsoft 365 & Identity Support

• Assist with routine Microsoft 365 administration.
• Support password resets, MFA issues, account troubleshooting, and basic access requests.
• Assist with Entra ID user and group administration under established procedures.
• Support Microsoft Teams, Outlook, OneDrive, SharePoint, and other Microsoft 365 applications.
• Troubleshoot common authentication and access issues.
• Escalate complex identity or access issues to the IT Operations Analyst.

Endpoint Management

• Assist with Windows device deployment, configuration, and maintenance.
• Support Intune and endpoint management activities.
• Assist with device patching, software installation, and configuration.
• Help maintain endpoint security and compliance standards.
• Track hardware inventory and device assignments.
• Assist with device lifecycle management, including provisioning, replacement, and retirement.

IT Operations Support

• Perform routine IT operational tasks under the direction of the IT Operations Analyst.
• Monitor and respond to routine system alerts or operational notifications.
• Assist with software deployments, system updates, and technology projects.
• Maintain IT documentation, knowledge articles, and standard operating procedures.
• Identify recurring issues and recommend opportunities for improvement.
• Assist with testing and deployment of new technology solutions.

Security & Compliance

• Follow Prime Quadrant's security policies and procedures.
• Help employees recognize and respond appropriately to phishing and other security threats.
• Assist with endpoint security and compliance activities.
• Escalate suspicious activity or potential security incidents promptly.
• Ensure devices and accounts are handled according to established security standards.
• Maintain confidentiality when handling employee, client, and company information.

Documentation & Continuous Improvement

• Accurately document incidents, requests, troubleshooting steps, and resolutions.
• Build and maintain internal knowledge articles for common issues.
• Identify recurring support issues and work with the IT Operations Analyst to address root causes.
• Look for opportunities to improve the employee technology experience.
• Suggest automation or process improvements where appropriate.

What We're Looking For

Required

• 1–2 years of experience in an IT helpdesk, technical support, desktop support, or similar role.
• Strong customer service and communication skills.
• Basic knowledge of Windows operating systems.
• Experience supporting Microsoft 365 applications.
• Basic understanding of networking concepts such as Wi-Fi, DNS, DHCP, and VPNs.
• Experience troubleshooting hardware, software, and connectivity issues.
• Strong problem-solving and troubleshooting skills.
• Excellent attention to detail.
• Ability to prioritize and manage multiple support requests.
• Willingness to learn and develop technically.

Nice to Have

• Experience with Microsoft Entra ID.
• Experience with Microsoft Intune or Autopilot.
• Experience supporting Microsoft Teams, SharePoint, OneDrive, and Exchange Online.
• Experience with endpoint security or RMM tools.
• Basic PowerShell knowledge.
• Experience with an ITSM or ticketing platform.
• Microsoft certifications such as AZ-900, MD-102, MS-900, or equivalent experience.
• Experience working in a professional services, financial services, or other security-conscious environment.

How You Work

We are looking for someone who:

• Puts users first. You understand that good IT support is about solving the user's problem, not simply closing the ticket.
• Is curious. You want to understand why something isn't working rather than relying solely on scripted fixes.
• Communicates clearly. You can explain technical concepts to people with different levels of technical knowledge.
• Takes ownership. You follow an issue through to resolution or make sure it is properly handed off.
• Knows when to escalate. You are comfortable asking for help when an issue exceeds your experience or permissions.
• Documents your work. You understand that good documentation makes the entire Technology team more effective.
• Looks for patterns. You notice recurring issues and bring them forward rather than repeatedly fixing the same problem.
• Wants to grow. You are interested in developing toward broader IT operations, systems administration, cloud, security, or automation responsibilities.

Compensation

• Competitive base salary range $70,000 - $85,000 CAD
• Performance-based bonus structure.
• Career advancement opportunities based on demonstrated performance.
• Comprehensive health benefits.
• Retirement plan.
• Up to $1,000 per annum reimbursement for relevant continuing education expenses.
• Wellness allowance up to $600 per annum.
• 3 weeks’ vacation per annum.
• Paid sick and personal days.
• Volunteering day.