Helpdesk Analyst (Vancouver)

Job Description

<h3>Job Description</h3><p>Job Description<p><p><strong>Job Title: Helpdesk Analyst</strong></p><p><strong>Location:</strong> Vancouver, BC (Hybrid) <strong>Job Type:</strong> Full-time</p><p><strong>About the Role</strong></p><p>We are seeking a proactive and service-oriented <strong>Helpdesk Analyst</strong> 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. </p><p>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.</p><p><strong>Key Responsibilities</strong></p><ul><li><strong>End-User Support:</strong> Deliver Tier 1 and Tier 2 technical assistance to staff members, resolving hardware and software incidents both remotely and via deskside visits.</li><li><strong>Microsoft Ecosystem Management:</strong> administer and troubleshoot the full Microsoft stack, including Windows OS, the Microsoft 365 suite, Exchange Online, and device management via Intune.</li><li><strong>Service Desk Operations:</strong> Utilize <strong>Jira</strong> 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.</li><li><strong>Connectivity & Infrastructure:</strong> Assist with physical IT infrastructure needs, including workstation cabling, basic routing, and ensuring stability of WiFi connections.</li><li><strong>Mobile Device Management:</strong> Provision, configure, and troubleshoot enterprise mobile hardware, supporting both iOS (iPhone/iPad) and Android platforms.</li><li><strong>Knowledge Management:</strong> Create and maintain detailed technical documentation, including user guides, troubleshooting logs, and system configuration records to build out the internal knowledge base.</li><li><strong>Communication:</strong> Act as a technical translator, explaining complex IT concepts to non-technical staff across the organization to ensure clarity and satisfaction.</li><li><strong>Continuous Improvement:</strong> Keep a pulse on emerging tech trends to recommend upgrades or new solutions that could benefit the team.</li></ul><p><strong>Qualifications & Requirements</strong></p><ul><li><strong>Experience:</strong> Demonstrated professional background in IT support, with a strong history of resolving complex software and hardware malfunctions.</li><li><strong>Technical Proficiency:</strong> Advanced knowledge of Microsoft technologies is required, specifically Office 365 administration and Intune.</li><li><strong>Ticketing Systems:</strong> Practical experience with Jira Service Management, specifically regarding ticket lifecycle management and workflow configuration.</li><li><strong>Mobile Support:</strong> Confidence in configuring and supporting various mobile devices and tablets in a corporate environment.</li><li><strong>Soft Skills:</strong> Exceptional verbal and written communication skills are mandatory; you must be able to deliver high-level customer service to stakeholders at all levels.</li><li><strong>Certifications:</strong> Professional credentials such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are considered a strong asset.</li></ul><p><strong>Operational Requirements</strong></p><ul><li><strong>Mobility:</strong> Must hold a valid driver&#39;s license and be willing to travel between local office sites as business needs dictate.</li><li><strong>Physical Requirements:</strong> Ability to transport, lift, and install workstation equipment, including desktop towers and monitors.</li><li><strong>Schedule Flexibility:</strong> 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.</li></ul></p></p>