Helpdesk Analyst (Vancouver)

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.