Deskside Support

TEEMA; Richmond; On-site; CAD 38,572 - 49,593; Full time

Job summary

TEEMA is seeking a Tier 1 Deskside Support Analyst in Metro Vancouver to provide first-level technical support to end users. Responsibilities include troubleshooting hardware and software issues, and managing service requests through various support channels.

The ideal candidate will have a Diploma in IT or related field, at least one year of relevant experience, and strong customer service skills. Candidates must be eligible for security clearance and able to support extended business hours.

Qualifications

• Minimum 1 year of experience in a Help Desk, Service Desk, or Deskside Support environment.
• Experience supporting users via phone, email, remote tools, and in-person interactions.
• Familiarity with ITIL best practices is considered an asset.

Responsibilities

• Provide Tier 1 technical support via phone, email, ticketing systems, and remote support tools.
• Log, prioritize, and manage incidents and service requests.
• Troubleshoot and resolve issues related to desktops and laptops.

Skills

Customer service skills

Troubleshooting

Communication

Microsoft Windows

Active Directory

SCCM

Microsoft 365

Education

Diploma or Degree in Information Technology, Computer Science

Job description

Duration: 6 Month

Pay Rate: $28–$36/hour (T4)

Important Security Requirement

Candidates must be Canadian Citizens or Permanent Residents and have resided in Canada for a minimum of five (5) years to be eligible for the required security clearance.

Please note that candidates with recent residency in, or significant ties to, certain sanctioned countries may not qualify for clearance eligibility.

Overview

We are seeking a Tier 1 Deskside Support Analyst to provide first-level technical support to end users across the organization. This role involves troubleshooting hardware, software, and access-related issues while delivering excellent customer service through phone, email, in-person, and remote support.

Key Responsibilities

• Provide Tier 1 technical support via phone, email, ticketing systems, and remote support tools.
• Log, prioritize, and manage incidents and service requests.
• Troubleshoot and resolve issues related to desktops, laptops, software applications, mobile devices, peripherals, and user access.
• Support Microsoft Windows environments, Active Directory, SCCM, and Microsoft 365.
• Perform basic troubleshooting of network, server, storage, and enterprise application issues and elevate when required.
• Create and maintain support documentation, user guides, and service desk procedures.
• Participate in testing, deployments, and IT projects as assigned.
• Deliver exceptional customer service and maintain clear communication with users and stakeholders.

Qualifications

• Diploma or Degree in Information Technology, Computer Science, or a related field.
• Minimum 1 year of experience in a Help Desk, Service Desk, or Deskside Support environment.
• Experience supporting users via phone, email, remote tools, and in-person interactions.
• Working knowledge of Microsoft Windows, Active Directory, SCCM, and Microsoft 365.
• Strong troubleshooting, communication, and customer service skills.
• Familiarity with ITIL best practices is considered an asset.

Additional Requirements

• Must be eligible to obtain and maintain Reliability Status Security Clearance.
• Must successfully pass a Controlled Goods Program (CGP) assessment.
• Must be flexible to support extended business hours as required (Monday to Friday).