Desktop Support Analyst

10 Percent Recruiting Ltd.; Edmonton; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading recruitment firm is seeking a Desktop Support Analyst in Edmonton to provide end-user support and troubleshoot desktop-related issues. The successful candidate will have over 4 years of experience, strong customer service skills, and the ability to communicate effectively across teams. This position involves hardware and software maintenance, supporting a variety of business applications, and assisting with onboarding and offboarding procedures.

Qualifications

• 4+ years of industry experience in Desktop Support.
• Minimum ITIL Foundation v4 Certification.
• Certifications such as A+, Network+, Security+, MCP, MCSE are assets.

Responsibilities

• Provide first-line technical support to end users via phone, email, and ITSM tools.
• Troubleshoot and resolve desktop-related issues, including software installations.
• Document all technical issues and resolutions within the ticketing system.

Skills

Troubleshooting

Customer Service

Time Management

Communication

Problem Solving

Education

Post-secondary degree in computing science, electronic engineering technology, or information systems

Job description

Job Title: Desktop Support Analyst

Location: Edmonton (onsite)

Type: Contract (month-to-month)

All applicants must be legally entitled to work in Canada.

The Position:

Our Edmonton client is seeking a Temp Desktop Support Analyst to provide a single point of contact for escalating issues and provide support on end-user devices to ensure optimal workstation performance. You will have strong troubleshooting abilities, strong customer service skills and be proactive with the ability to communicate effectively throughout the organization's diverse team.

What You'll Do:

• Provide first-line technical support to end users by responding to service requests and incidents via phone, email, and ITSM tools in a courteous and timely manner.
• Troubleshoot and resolve desktop-related issues, including software installations, system errors, hardware malfunctions, and peripheral connectivity problems.
• Deliver onsite and remote deskside support for laptops, desktops, printers, and mobile devices, ensuring minimal user disruption and adherence to SLAs.
• Set up, configure, and support network and local printers, including driver installation, print queue management, and troubleshooting print-related issues.
• Accurately document all technical issues, actions taken, and resolutions within the ticketing system to maintain a complete incident history.
• Support the deployment, configuration, and maintenance of desktop software and operating systems using tools such as Microsoft Intune or SCCM.
• Maintain and manage desktop images, user profiles, and system configurations to ensure consistency and compliance with IT policies.
• Provide support for standard business applications (e.g., Microsoft 365 Suite, Adobe, VPN clients), including user account setup, permissions, and troubleshooting.
• Assist in managing IT asset inventory, including tracking workstations, peripherals, and software licenses.
• Perform routine maintenance and upgrades on user hardware and software to ensure optimal performance and security compliance.
• Assist with onboarding/offboarding procedures, including device preparation, user orientation, and equipment retrieval.
• Coordinate with vendors for hardware repairs, warranty claims, or software support when issues exceed internal capabilities.
• Participate in the support of AV equipment for meetings, presentations, and video conferencing setups.
• Contribute to the development and upkeep of technical documentation, including user guides, support procedures, and troubleshooting manuals.
• Maintain a strong customer service focus and ensure a positive experience for end users through effective communication and timely issue resolution.
• Escalate unresolved or high-impact technical issues to the appropriate tier or team, providing detailed handover notes and diagnostics.
• Participate in rotating on-call coverage for extended support hours or critical business operations, as needed.
  
  
  

Mandatories:

• Post-secondary degree in computing science, electronic engineering technology, or information systems, or a diploma in combination with equivalent experience.
• Working knowledge of network and PC operating systems, including Windows 10 and Server 2016.
• Demonstrated knowledge and understanding of Microsoft Office 365 and Microsoft Windows platform software applications.
• 4+ years of industry experience in Desktop Support.
• Basic knowledge of network services such as DHCP, DNS, TCP/IP, and Active Directory services.
• Certifications such as A+, Network+, Security+, MCP, and MCSE will be an asset.
• HDI Desktop Support Technician (HDI-DST) is an asset.
• Minimum ITIL Foundation v4 Certification; additional ITIL certifications are considered assets.
• Excellent knowledge of technology from a hardware perspective to provide implementation, servicing, and maintenance of Information Systems.
• Excellent time management skills with the ability to work well under pressure.
• Strong oral and written communication skills and excellent customer service skills.
• Excellent organizational and multitasking skills and keen attention to detail.
• Strong analytical and problem-solving skills.
• Can-do attitude with a team-based attitude.