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Service Desk Analyst (Contract)
Black & McDonald Limited - Markham, ON
Job Description

People:  Our Strength, Our Future

A career at Black & McDonald will grant you the opportunity to contribute to our culture of continuous improvement, help reinforce our values and shape our contribution to community, and drive our continued success. Our vision is to be the best company to work for; the best company for safety, quality and value; the best company for customer service; and the best company for technical expertise.

 Position Summary

Black & McDonald Limited is seeking to hire a Service Desk Analyst on a 6 month contract for our office located in Markham, Ontario. The Service Desk Analyst duties include day-to-day consultation, training, instruction, trouble-shooting and problem-solving to computer users for hardware, software, network and related computer systems and peripheral devices.  Using effective communication, technical and analytical skills, support is provided by phone, email and/or using a ticket management system.


  • Communicate comfortably to employees at all business levels
  • Handle telephone calls, e-mails and other requests for support in a skilled and professional manner
  • Administer and maintain user accounts, permissions and access rights (Active Directory, Exchange, BES, etc)
  • Setup all equipment, including hardware and software upgrades and provide ongoing support
  • Track, monitor and accurately document requests to timely resolution and follow up as needed
  • Utilize resources such as Knowledge bases, HelpDesk tools and websites to provide solutions to end users
  • Identify and escalate priority incidents to next level support and/or 3rd party vendors
  • Functional knowledge of current technologies, protocols and standards
  • Ensure the security and confidentiality of all information managed by the Information Technology group in support of the company's operations
Desired Skills & Experience

Competency Requirements

  • Change orientation (open to change and the ability to identify where it is needed and how to make it happen)
  • Continuous learning (ongoing effort to learn and contribute to the learnings of others)
  • Customer focus (understand the needs and perspectives of both internal and external customers)
  • Holds self and others accountable (take personal responsibility to meet commitments)
  • Problem solving and innovation (ability to approach problems logically and seek innovative solutions)
  • Teamwork and collaboration (work cooperatively and collaboratively with others)
  • Values and respects others (encourages and supports diversity) 


  • Must be able to proficiently speak, read and write in English
  • 1-3 years experience in a similar role
  • Proficiency in Windows Operating Systems and Office Suites
  • Experience with IT ticketing systems
  • ITIL, A+ and Net+ or similar certification would be an asset
Company Description
In 1921, William J. McDonald and William R. Black formed Black & McDonald Limited, a partnership to engage in residential wiring. Throughout the years, Black & McDonald has remained a family-owned business with an uncompromising commitment to the founder's principles of delivery as promised and fairness to all. The company has followed a planned course of diversification and expansion, combining growth and financial stability with ongoing investment in our people, and a willingness to pioneer new business opportunities and directions. Black & McDonald is an integrated, multi-trade contractor providing electrical, mechanical, utility and maintenance services to government, industrial, commercial and institutional markets. Currently, Black & McDonald operates across Canada, US and Bermuda. ​The company has over 5,500 employees working out of a network of more than 26 offices.

Black & McDonald approaches accessibility from an inclusive perspective, and will provide reasonable accommodation upon request throughout the recruitment and selection process.

Additional Information
Job Type: Contract
Job Experience: Entry-level Professional
Job ID: 20171018689