IT Helpdesk Analyst (Remote)
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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.
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