IT Support Analyst

The  IT Support Analyst  involves being the first point of contact for internal users experiencing technical issues, providing timely and effective solutions to ensure smooth business operations. You will support a diverse range of hardware, software, and networking issues; contributing to the overall efficiency of our IT infrastructure. The ideal candidate will possess strong problem-solving skills, excellent communication abilities, and a commitment to delivering exceptional customer service.

The day to day

Serve as the primary contact for internal users seeking technical assistance, including troubleshooting hardware, software, and network issues

Diagnose and resolve technical problems via phone, email, and in-person support

Install, configure, and maintain computer systems, software applications, and peripheral devices

Manage and prioritize support tickets in the IT service management system, ensuring timely resolution and follow-up

Provide user training and support on various IT systems and applications

Monitor and maintain IT inventory, including computers, printers, and other hardware

Collaborate with other IT team members to identify and address recurring issues or potential improvements

Assist with system updates, patches, and upgrades as needed

Maintain documentation for IT procedures, support processes, and troubleshooting guides

Adhere to IT security policies and practices to safeguard organizational data and systems

Qualification

Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience

Proven experience (2+ years) in IT Support, with a strong understanding of computer systems, software, and networking

Proficiency in Windows and macOS operating systems

Good understanding of Azure, M365 administration, networking, and server management

Experience with ticketing systems and remote support tool

Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified IT Professional (MCIT)

Strong customer service orientation with a patient and professional demeanor, and the ability to communicate using non-technical language

Participate in the scheduled on‑call rotation, providing after-hours support as required. Additional compensation is provided for on‑call duty

Preferred Skills

Experience with Active Directory, DNS, and DH

Knowledge of network troubleshooting tools and methodologies

Experience with virtual environments and cloud services

Experience with ITIL or other IT service management framework

Ability to script or automate tasks using languages such as Power Shell or Python

Willingness to provide on-site support at the Delta production plant one day a week (mileage compensated)

Notes

This role is a hybrid position (three days in the office) based out of our HQ in Richmond BC

Salary will be based on experience and range between $70,000 - $77,000 with a 10% bonus

Three weeks paid vacation and great benefits are also included

You will need a vehicle to travel to Delta 1x a week

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