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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:
 1–2 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 Group’s 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 Group’s expected target for the first year in this position.

BMO Financial Group’s 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: