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Job Description
Job Description
Job Description
Job Title: Helpdesk Analyst
Location: Vancouver, BC (Hybrid) Job Type: Full-time
About the Role
We are seeking a proactive and service-oriented Helpdesk Analyst to join our clients IT Operations team in Vancouver. This is a hybrid role that requires a blend of remote technical troubleshooting and hands-on, in-office support.
You will act as the face of IT, managing incoming requests through our ticketing system while also performing physical setups and maintenance at our local offices.
Key Responsibilities
- End-User Support: Deliver Tier 1 and Tier 2 technical assistance to staff members, resolving hardware and software incidents both remotely and via deskside visits.
- Microsoft Ecosystem Management: administer and troubleshoot the full Microsoft stack, including Windows OS, the Microsoft 365 suite, Exchange Online, and device management via Intune.
- Service Desk Operations: Utilize Jira as the primary tool for incident management. You will be responsible for logging tickets, tracking issue status, and assisting with the customization of workflows to improve efficiency.
- Connectivity & Infrastructure: Assist with physical IT infrastructure needs, including workstation cabling, basic routing, and ensuring stability of WiFi connections.
- Mobile Device Management: Provision, configure, and troubleshoot enterprise mobile hardware, supporting both iOS (iPhone/iPad) and Android platforms.
- Knowledge Management: Create and maintain detailed technical documentation, including user guides, troubleshooting logs, and system configuration records to build out the internal knowledge base.
- Communication: Act as a technical translator, explaining complex IT concepts to non-technical staff across the organization to ensure clarity and satisfaction.
- Continuous Improvement: Keep a pulse on emerging tech trends to recommend upgrades or new solutions that could benefit the team.
Qualifications & Requirements
- Experience: Demonstrated professional background in IT support, with a strong history of resolving complex software and hardware malfunctions.
- Technical Proficiency: Advanced knowledge of Microsoft technologies is required, specifically Office 365 administration and Intune.
- Ticketing Systems: Practical experience with Jira Service Management, specifically regarding ticket lifecycle management and workflow configuration.
- Mobile Support: Confidence in configuring and supporting various mobile devices and tablets in a corporate environment.
- Soft Skills: Exceptional verbal and written communication skills are mandatory; you must be able to deliver high-level customer service to stakeholders at all levels.
- Certifications: Professional credentials such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are considered a strong asset.
Operational Requirements
- Mobility: Must hold a valid driver's license and be willing to travel between local office sites as business needs dictate.
- Physical Requirements: Ability to transport, lift, and install workstation equipment, including desktop towers and monitors.
- Schedule Flexibility: Availability to cover shifts within the standard window of 8:00 AM to 6:00 PM (local time). Candidates must be willing to work occasional weekends or overtime to support critical projects.