Desktop Support Technician

Confidential; Kelowna; On-site; CAD 42,000 - 66,000; Full time

Job summary

Confidential is seeking a Deskside Support Analyst in Canada to deliver reliable, timely technical support across departments. The role emphasizes strong communication, customer service, and hands-on troubleshooting of hardware and software issues.

The successful candidate will coordinate asset management, configure workstations, and assist with onboarding and vendor escalations. Occasional travel and security clearance may be required to support business needs.

Qualifications

• Strong verbal and written communication skills.
• Customer-focused with strong interpersonal skills and active listening.
• Proven problem-solving abilities and initiative.
• Ability to manage time and multi-task in a fast-paced environment.
• Well-organized and able to prioritize tasks effectively.
• Adaptable to changing business needs and travel requirements.
• Maintains professionalism, integrity, and confidentiality.
• Willingness to obtain security clearance as required.
• Valid driver’s license and reliable transportation.
• Willingness to travel occasionally as needed.

Responsibilities

• Monitor and respond to support requests and incidents, ensuring timely resolution.
• Troubleshoot and resolve hardware, software, and end-user technology issues.
• Assist with asset management and inventory of technology equipment.
• Coordinate logistics for shipping, receiving, and distribution of equipment.
• Prepare, image, and configure workstations for new and existing users.
• Support lifecycle management and equipment replacement initiatives.
• Create and maintain technical documentation including troubleshooting steps and known issues.
• Provide end-user support for business applications and enterprise systems.
• Escalate technical issues with third-party vendors when needed.
• Assist with employee onboarding by provisioning equipment and coordinating with teams.
• Maintain detailed records of requests and resolutions in the ticketing system.

Skills

Communication skills

Customer service

Problem-solving

Time management

Organization

Adaptability

Professionalism

Security clearance

Driver's license

Travel willingness

Job description

We are an established Canadian company with a diversified national portfolio and a growing operations footprint. We are focused on growth, operational excellence, and delivering value to the customers and communities we serve.

We are building a future-focused organization powered by purpose, performance, and people. With an entrepreneurial spirit and a national presence, we offer an exciting opportunity to make a meaningful impact as we continue to grow.

About the Opportunity

This Deskside Support Analyst will be part of a team responsible for delivering technical support across various areas of the organization. The role involves working closely with employees and different departments to provide reliable, timely, and customer-focused support. The ideal candidate will have strong communication and customer service skills, a passion for technology, and a genuine interest in helping others.

Responsibilities

• Monitor and respond to support requests and incidents, ensuring timely resolution and effective communication.
• Troubleshoot, diagnose, and resolve hardware, software, and end-user technology issues.
• Assist with the management, tracking, allocation, and inventory of technology assets.
• Coordinate technology logistics, including shipping, receiving, and distribution of equipment.
• Support standardized processes for configuring, imaging, and preparing technology equipment for deployment.
• Prepare and configure workstations, laptops, and other devices for new and existing users.
• Participate in technology refresh, lifecycle management, and equipment replacement initiatives.
• Create, maintain, and update technical documentation, including troubleshooting procedures, known issues, and resolutions.
• Provide end-user support for business applications, productivity tools, and enterprise systems.
• Assist with troubleshooting and escalating technical issues involving third-party vendors and service providers.
• Support employee onboarding by preparing equipment, configuring workstations, and coordinating with other technical teams.
• Maintain accurate and detailed records of support requests, troubleshooting activities, and resolutions within the organization's ticketing system.

Personal Characteristics and Requirements

• Strong verbal and written communication skills, with the ability to interact professionally with individuals at all levels of the organization.
• Customer-focused with strong interpersonal skills, active listening abilities, and a positive, approachable attitude.
• Strong problem-solving skills with the ability to identify needs, troubleshoot challenges, and develop effective solutions.
• Self-motivated and results-oriented, with the ability to work independently and take initiative.
• Excellent organizational and time management skills, with the ability to manage competing priorities and meet deadlines.
• Adaptable and flexible, with the ability to respond to changing business needs and priorities.
• Demonstrates professionalism, integrity, discretion, and a commitment to maintaining confidentiality.
• Ability to successfully complete any required security clearance.
• Valid driver's license and reliable transportation.
• Willingness to travel occasionally as required by business needs.