IT Service Desk Analyst

Kaizen Automotive Group is a dynamic automotive leader representing multiple renowned brands within the Alberta market. Privately owned and operated since 1989, we pride ourselves on delivering exceptional customer experiences through sales, service, and after-care, fostering lifelong customer relationships. Recognized as one of Canada's top managed companies, we are committed to growth and excellence.

The IT Service Desk Analyst is responsible for providing technical support to Kaizen Automotive employees across multiple locations while also contributing to the administration and maintenance of core IT systems and infrastructure. This position ensures that end users receive timely assistance with hardware, software, network, and application issues while delivering an excellent customer service experience. In addition to resolving day-to-day support requests, this role will work on more advanced technical issues, assist with infrastructure projects, and support the ongoing reliability and security of the IT environment.

• Provide technical support for desktops, laptops, mobile devices, printers, and applications.
• Respond to incoming service requests via phone, email, ticketing system, and in-person support.
• Troubleshoot and resolve complex hardware, software, network connectivity, and user access issues.
• Act as an escalation point for advanced support requests that cannot be resolved through standard troubleshooting procedures.
• Log all incidents and service requests in the IT ticketing system with detailed and accurate information.
• Follow established procedures for incident classification, prioritization, and escalation.
• Assist with new user setups, device imaging, software installations, and account provisioning.
• Support administration of Active Directory, Microsoft 365, Azure/Entra , Intune, and other business-critical systems.
• Participate in routine maintenance activities including system updates, patching, monitoring, and infrastructure health checks.
• Assist with the implementation of technology projects, system upgrades, and site rollouts.
• Provide excellent customer service by communicating clearly, professionally, and promptly with end users.
• Maintain documentation of common issues, troubleshooting steps, system configurations, and solutions.
• Collaborate with other IT team members to resolve recurring issues and improve service quality.
• Support asset management tasks including tracking equipment inventory and documenting device assignments.
• Participate in continuous improvement efforts and suggest opportunities to enhance service delivery.

• Diploma or degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 3-5+ years of experience in IT support, service desk, systems administration, or related technical roles.
• Strong working knowledge of Windows operating systems, Microsoft 365, and common enterprise desktop applications.
• Solid understanding of networking fundamentals including TCP/IP, DNS, DHCP, Wi-Fi troubleshooting, and connectivity diagnostics.
• Experience supporting Active Directory, Microsoft Entra  (Azure AD), Intune, device management, and user provisioning.
• Experience troubleshooting and supporting Microsoft 365 services including Exchange Online, Teams, SharePoint, and One Drive.
• Familiarity with Power Shell scripting and automation is considered an asset.
• Experience with IT ticketing systems (e.g. Service Now, Jira, Zendesk) is preferred.
• Experience supporting multiple sites and remote users is considered an asset.
• Certifications such as CompTIA A+, Network+, Microsoft certifications, ITIL Foundation, or similar industry certifications are an advantage.