IT Service Desk Analyst

**IT Service Desk Analyst Division: IT Location: On-Site (Brampton, ON)
Hours: 40 hours per week, Monday to Friday Employment type: Permanent
Salary: $73,000 – $89,000 A little about us**

Aurora is proud to be a global leader in the cannabis industry. With a smart strategy, unmatched talent and focus on our long-term success, we believe we have a bright future.

At Aurora, we’re passionate about helping patients improve their lives through high-quality premium medical cannabis under brands they can trust and rely on. Our products, available across Canada, Europe, Australia, and New Zealand, include leading brands like Pedanios, IndiMed, San Raf, Whistler, Greybeard and CraftPlant.

Our diverse team works passionately across various roles, from manufacturing to corporate positions, and many more, united by our purpose: Opening the World to Cannabis. Enabled by science and empowered by people, for patients and consumers. We collaborate globally, embrace change with courage, stay agile, and treat everyone with compassion. We live our values daily, making a meaningful impact on patients, communities, and our A-Team.

Job Summary

The IT Service Desk Analyst is responsible for providing advanced end-user support and serving as an escalation point for complex incidents and service requests across local and global operations. The role takes ownership of complex technical issues, coordinates resolution with appropriate IT teams, and supports the consistent delivery of reliable, timely, and high-quality IT services. The position works collaboratively with the Service Desk and other IT functions, including Infrastructure, Network, Security, and Applications, to resolve technical issues and support business operations across multiple locations and time zones.

The role also contributes to effective service management practices, knowledge sharing, and the resolution of recurring and high-impact issues. The IT Service Desk Analyst contributes to continuous service improvement by identifying trends, strengthening processes and documentation, and supporting automation, self-service, technology deployments, and other IT initiatives that improve operational efficiency and the end-user experience. The position reports to the Service Desk Team Lead, with a dotted-line relationship to the Manager, IT Operations, and has no direct reports. Interesting? Here is a little more…

As an IT Service Desk Analyst you will…

• Serve as a escalation point for complex incidents and service requests, taking ownership of issues through resolution and coordinating with other IT teams as required.

• Provide advanced technical support to onsite and remote users, including troubleshooting hardware, software, identity and access, connectivity, endpoint, and collaboration issues.

• Assist the Service Desk Team Lead with ticket queue management, workload prioritization, escalations, resource coordination, and achievement of established service levels.

• Monitor, prioritize, and resolve incidents and service requests within established SLAs using the organization's ITSM platform, ensuring tickets are accurately documented, categorized, and updated throughout their lifecycle.

• Follow and promote ITIL-aligned incident, request, problem, change, and knowledge management practices.

• Identify recurring incidents, service trends, and underlying technical issues and contribute to root-cause analysis, problem management, and preventative actions.

• Support major and high-priority incidents by coordinating troubleshooting activities, engaging appropriate technical teams, maintaining effective communication, and supporting timely restoration of services.

• Collaborate with Infrastructure, Network, Security, Applications, and other IT teams to troubleshoot and resolve incidents requiring cross-functional technical expertise.

• Configure, deploy, maintain, and troubleshoot laptops, desktops, mobile devices, peripherals, and other end-user computing equipment.

• Administer user accounts, groups, permissions, and access requests across Active Directory, Microsoft Entra ID, Microsoft 365, Exchange Online, and other enterprise platforms in accordance with established access and security policies.

• Support employee onboarding, offboarding, and role changes by coordinating account provisioning, access changes, equipment deployment and recovery, and related IT activities.

• Troubleshoot VPN, remote access, authentication, and collaboration platforms, including Microsoft Teams, SharePoint, OneDrive, and Zoom.

• Support office technology and local infrastructure, including printers, Wi-Fi connectivity, meeting room technology, audiovisual systems, and other workplace technologies.

• Support endpoint management and mobile device management solutions, including Microsoft Intune and other enterprise management platforms, ensuring devices comply with established configuration and security standards.

• Support endpoint security activities, including operating system and application updates, security patches, encryption, endpoint protection, and remediation of identified vulnerabilities in coordination with IT Security.

• Support hardware and software lifecycle activities, including deployment, inventory, recovery, replacement, licensing, and secure disposal in accordance with IT asset management policies and standards.

• Create, review, and maintain knowledge base articles, standard operating procedures, troubleshooting guides, runbooks, and other technical documentation to support consistent service delivery and knowledge transfer.

• Identify opportunities to improve support processes, automate repetitive activities, reduce recurring incidents, increase self-service capabilities, and improve the overall end-user experience.

• Participate in IT projects, technology deployments, upgrades, migrations, and other initiatives, including testing, implementation, documentation, and post-deployment support.

• Support change management activities by assessing end-user impacts, completing assigned implementation tasks, validating changes, and providing post-change support as required.

• Liaise with technology vendors and service providers as required to troubleshoot issues, coordinate repairs or replacements, and support resolution of vendor-managed services.

• Contribute to Service Desk performance reporting by monitoring ticket trends, SLA performance, recurring issues, backlog, and other operational metrics and recommending corrective or improvement actions.

• Maintain awareness of IT policies, security requirements, operational procedures, and technology standards and ensure Service Desk activities are performed in accordance with established requirements.

• Act as a technical resource and provide operational support to the Service Desk Team Lead during periods of high workload, major incidents, planned changes, or other operational requirements.

• Participate in after-hours support, scheduled maintenance, and on-call rotations as required to support business and operational needs.

• Perform other related duties and responsibilities as assigned in support of IT Operations.

You will be setup for success if you have…

• Advanced troubleshooting and problem-solving skills across endpoint technologies, Microsoft 365, identity and access management, networking, remote connectivity, and collaboration platforms.

• Strong knowledge of Windows, Microsoft 365, Active Directory, Microsoft Entra ID, Exchange Online, Microsoft Intune, and related enterprise technologies.

• Working knowledge of networking concepts, including TCP/IP, DNS, DHCP, Wi-Fi, VPN, and connectivity troubleshooting.

• Strong understanding of IT service management principles and ITIL-aligned incident, request, problem, change, and knowledge management processes.

• Knowledge of endpoint management, device configuration, software deployment, patching, and information security practices.

• Strong analytical skills with the ability to independently investigate complex issues, identify recurring trends and root causes, and determine appropriate resolutions or escalation paths.

• Strong organizational and time-management skills, with the ability to manage competing priorities and meet established service levels.

• Excellent written, verbal, interpersonal, and customer service skills, with the ability to communicate technical concepts clearly to technical and non-technical audiences.

• Ability to serve as a technical resource to Service Desk team members by providing guidance, knowledge sharing, and assistance with complex or escalated issues.

• Ability to create and maintain technical documentation, including knowledge articles, troubleshooting guides, standard operating procedures, and runbooks.

• Ability to identify and contribute to process improvement, automation, self-service, and other service improvement opportunities.

• Working knowledge of scripting and automation, particularly PowerShell, is an asset.

• Strong collaboration skills with the ability to work effectively across IT teams, vendors, and other stakeholders in a geographically dispersed environment.

• Demonstrated professionalism, sound judgment, adaptability, and discretion when handling confidential information and privileged access.

Bonus points if you have…

• Hands-on experience with Sage X3 ERP, particularly in modules related to Finance, Inventory Management, Procurement, and Manufacturing. Ability to support and configure workflows, manage master data, and troubleshoot functional issues within Sage X3.

• Understanding of financial and inventory integration within Sage X3, including cost accounting, stock valuation, journal entries, and reconciliation processes.

• Knowledge of the cannabis industry considered a strong asset, including regulatory compliance, inventory tracking, and financial reporting requirements specific to the sector.

• Broad knowledge of computer systems, ERP technologies, programming fundamentals, and application design techniques, with an emphasis on optimizing business processes through Sage X3.

• Familiarity with various Software Development Lifecycle (SDLC) methodologies including Agile, Waterfall, and hybrid models, as applied to ERP enhancement and deployment projects.

• Experience supporting enterprise-level, multi-site, and global organizations, including configuration of Sage X3 to meet multi-company and multi-legislation requirements.

• Proven track record of working on cross-functional ERP projects with multi-disciplinary teams in fast-paced, innovation-driven environments.

Working Conditions…

• Work is performed primarily at a desk with a laptop and extended screen time, including responding to emails, attending virtual meetings, and producing reports or documentation.

• Sitting for extended periods with flexibility to adjust posture (neck, shoulder, and back) and take necessary breaks.

• Repetitive movement of hands and wrists (typing on keyboard and using a mouse).

• Flexibility in start and end times to support collaboration across multiple time zones.

• After-hours, weekend, or on-call support rotation.

• Work activities involve handling loads up to 5kg maximum.

• Lifting and carrying 5kg and above is not required.

Why you’ll love working at Aurora

• Flexibility: you will enjoy a flexible work environment that is the perfect blend of work and fun! You will be empowered to achieve work-life balance with flexible hours, remote work options, meeting-free-Friday-afternoons and more!

• Total Rewards: we will motivate you to go above and beyond with a competitive salary, professional development opportunities, company SWAG, team activities and modern technology.

• Team: we are a diverse and global team of cannabis enthusiasts, energetic innovators, fitness gurus, caring parents, foodies and more, with a collective passion to nurture an inclusive environment that helps you grow and provide people better days with cannabis.

Next stepsApply today by submitting your resume through our website. Apply today by submitting your resume through our website. You can expect your application to be reviewed by our Talent Acquisition Team and not an AI software/system. We we will contact you if we see a fit via email.

Think you’re the ideal candidate but you don’t meet all the requirements? Apply anyways. We would love to review your application to see if you’re the right fit or find you an alternative opportunity. Not the role for you? Share this posting with your network while subscribing to our Talent Community to learn more about upcoming opportunities (hot tip: if you are an Aurora employee, take advantage of the employee referral program by sharing this posting with someone in your network! If they are the successful candidate, you may be eligible for a bonus!).

Diversity, Equity, Inclusion, Belonging and Accessibility

At Aurora, we are proud to foster and celebrate a diverse community of professionals! We take pride in nurturing an inclusive culture that empowers our people to be their authentic selves, celebrate their differences and love where they work.

Our diverse community combined with our inclusive culture, is what sets us apart in the industry and equips our A-Team with superpowers – and this is why, we encourage all candidates to apply for job opportunities regardless of race, national origin, colour, religion, age, gender identity or expression, sexual orientation, marital and family status, disability, or any other identifying characteristic.

We value the unique skills and experience each person brings to Aurora and are committed to creating and maintaining an accessible environment. We are committed to the requirements of the Accessibility for Ontarians with Disabilities Act so if you require accommodation during the hiring process, please let our Human Resources team know by contacting us at hr.services@auroramj.com

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