Desktop Support Analyst

Natural Factors; Vancouver; Hybrid; CAD 56,000 - 63,000; Full time

Job summary

A leading company in outdoor gear and lifestyle is seeking an IT Support Specialist to provide technical support across various locations. This hybrid role requires strong troubleshooting skills and a background in Information Systems. You'll manage hardware setups, support IT incidents, and contribute to system improvements, all while enjoying a flexible work environment and comprehensive benefits.

Benefits

Work-life flexibility

Hybrid work environment

Generous annual vacation allotment

Paid Care time (Wellness/sick)

Maternity and Parental leave top-up

Staff Discount

Top-notch benefit plan

Retirement Plan with matched contributions

Access to a learning platform

Career development opportunities

Qualifications

• Strong technical troubleshooting skills required.
• Previous Help Desk experience with on-call procedures is an asset.
• Ability to lift up to 30 lbs.

Responsibilities

• Act as the primary contact for IT-related inquiries and issues.
• Responsible for the setup of new hardware and software.
• Participate in the on-call support rotation for 27/4 coverage.

Skills

Technical troubleshooting

Effective communication

Analytical mindset

Multitasking

Education

Post-secondary diploma in Information Systems

Tools

Microsoft Windows OS

Mac OS X

Active Directory

Intune

Jamf

Soti

Job description

About MEC

At MEC, we believe thetransformative power of the outdoors makes us better humans and drives us to do good for the planet. We are here toinspire and supporteveryonein getting active outside, matchingpeoplewith gear and advice that instills confidence. We offer more than products; we offer passion for the outdoors.We play with purpose!

Our business model is dependent on impassioned and well-trained outdoor enthusiasts and as such we look for individuals who live our purpose and fit with MEC ethos and lifestyle. If you are that person, we’d love to connect with you. Join us!

Inclusivity at MEC

MEC is an equal opportunity employer and committed to building an inclusive community of staffers. We’re proud to work with our people to create a diverse workplace, where everyone feels like they belong and has the opportunity to be successful. We welcome of all applicants to join our diverse team. Tell us what you need during the hiring process, and we’ll do our best to accommodate you.

The Role

As an IT Support Specialist at MEC, you’ll be the frontline of technical support across our stores, distribution center, and home office. You'll handle everything from troubleshooting and equipment setup to managing on-call incidents and ensuring system security. This role blends hands-on problem solving with proactive system improvements, all in support of our mission to get people outside.

Location: This is a hybrid role based out of MEC Head Office in Vancouver, requiring you to be in office 2 to 3 days a week.

As the Desktop Support Analyst, you'll be

• Act as the primary contact point for all IT-related inquiries and issues, providing troubleshooting and assistance for a variety of technology components including software, hardware, mobile devices, and network systems across MEC Stores, Distribution Center and Home Office.
• Responsible for the setup of new hardware, including the installation of necessary software and hardware components, to meet individual user requirements and ensure optimal performance and security standards.
• Participate in the on-call support rotation to ensure delivery of 27/4 support coverage.
• Support IT related incidents, either by directly resolving issues or coordinating efforts as an incident commander, while ensuring clear communication throughout the process.
• Regularly update operating systems and applications to enhance performance and security, along with identifying and mitigating workstation security vulnerabilities.
• Manage the lifecycle of IT equipment from deployment to decommissioning, including maintaining a detailed asset inventory.
• Occasionally travel to MEC stores and Distribution Centers to provide onsite support and assist with IT fit-up for new store openings or relocations.
• Create and maintain detailed documentation across knowledgebase articles, SOPs, FAQs, and other support documentation.
• Contribute to the overall improvement of our IT support operation by identifying and implementing improvements to our processes and tools.
  
  

What You Bring

• Hold a post-secondary diploma in a related field like Information Systems.
• Possess strong technical troubleshooting skills.
• Flexible availability for shifts, including weekends and on-call duties.
• Previous Help Desk experience with on-call procedures is an asset.
• Proficiency in Microsoft Windows OS, Mac OS X, Active Directory, and ticketing systems.
• MDM and administration of all end-user machines utilizing Intune for Windows, Jamf for macOS and Soti for handheld devices.
• Experience supporting hybrid workforces preferred.
• Competence in both Mac OS and Microsoft Windows platforms and hardware and networking concepts.
• Effective communication and interpersonal skills.
• Strong multitasking ability and deadline orientation.
• Positive and collaborative team attitude and capable of both teamwork and independent work.
• Analytical mindset and willingness to learn new technologies.
• Ability to lift up to 30 lbs.
• Previous Help Desk experience with on-call procedures is an asset.
• Willingness to work overtime for special projects or urgent needs.
  
  

It’s a bonus if you have…

• Previous Help Desk experience with on-call procedures is an asset.
• Managing macOS devices enrolled in JAMF
  
  

The Compensation & Perks

This is an permanent role with an anticipated annual base salary range of $56,000 to $63,000. The exact salary will be dependent on the successful candidate’s relevant skills, experience, location, qualifications and internal equity. This role is eligible for our annual variable incentive plan.

• Work-life flexibility
• Hybrid work environment
• Variable annual incentive plan
• Generous annual vacation allotment
• Paid Care time (Wellness/sick)
• Maternity and Parental leave top-up
• Staff Discount and amazing deals straight from vendors
• Top-notch benefit plan
• Retirement Plan, with matched contributions
• Paid days to pursue outdoor activities and/or volunteer in your community
• Access to a learning platform and educational assistance support
• Career development opportunities
  
  

At our Home Office located in Vancouver, you’ll also love:

• Show up as you are—Athleisure wear
• An open office layout- choose where you sit.
• Well stocked kitchens filled with premium coffees and teas (and ALL the milks)
• Onsite fitness equipment, change rooms with showers and bike storage
  
  

Note: Availability of the benefits and perks may be subject to your location & employment type and may have certain eligibility requirements. MEC reserves the right to alter these benefits and perks in whole or in part at any time without advance notice.

Are you up for your next adventure? We’d love to hear from you! English.

The Candidate must be able to read and converse in English. Le candidat doit être à l’aise de lire et de converser en anglais.