Help Desk Analyst
About the job
- One to two years of relevant study and a diploma are preferred, or equivalent relevant work experience.
- Experience supporting Windows desktops and servers and networking.
- Ability to communicate effectively in oral and written forms.
- Ability to manage time, multitask, and prioritize tasks with minimal supervision.
- A professional, responsive, and positive work attitude is required.
- Provide front-line support to clients across industries, including dental offices and car dealerships.
- Interact with clients remotely by telephone and in person at their locations.
- Support client environments, including hardware, operating systems, line-of-business applications, and network equipment.
- Work with vendor support on behalf of clients to resolve support issues.
- Complete a high volume of tickets, with most tickets expected to be resolved within one hour or less.
- Escalate tickets to tier 2 when required and document all steps before escalation.
- Use, update, and contribute content to the internal knowledge base.
- Visit client sites to resolve issues within the role's skill set.
- Participate in implementation projects, such as desktop deployments, as required and able.
- Maintain a calm and professional attitude when dealing with stressful situations.
- Build and maintain the trust and respect of clients.
- Work toward industry certifications to support career development.
- Enter time in real time.
- Previous employment at a managed services provider.
About the company
Keeran Networks provides computer network services and tech support tailored to small businesses. It takes a holistic approach by linking IT activities to business processes and organizational design, aiming to improve efficiency and profitability. The company focuses on consistency, integrity and quality, using its expertise to identify where IT can speed up or improve key business operations. This makes Keeran Networks different from others by treating IT as a strategic part of business growth rather than a standalone service. Its goal is to help small businesses across Alberta and Canada increase shareholder value through better and more reliable computer networks and support.
Company Size
11-50
Company Stage
N/A
Total Funding
N/A
Headquarters
Edmonton, Canada
Founded
2005
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Simplify's Take
What believers are saying
- 2026 website updates show active hiring for systems, help desk, and sales roles.
- Blog activity in 2026 signals ongoing lead generation around Intune, AI, and security.
- Prior report of record revenue and new Edmonton-Vancouver wins shows demand momentum.
What critics are saying
- Service firms face brutal commoditization from CBTS, Datto partners, and local MSPs.
- One major client loss can hit a small managed-services base quickly.
- If cybersecurity incidents or service failures surface, trust erosion can destroy renewal revenue.
What makes Keeran Networks unique
- Edmonton-rooted MSP with Vancouver and Toronto presence, expanding beyond local break-fix work.
- Offers managed IT, cybersecurity, cloud, and strategic consulting under one vendor.
- Keeran’s 2026 site stresses SMB-focused end-to-end networking, security, and business-process alignment.
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