Hybrid IT Service Desk Analyst – Growth & Benefits

BCtechjobs; Burnaby; Hybrid; CAD 50,000 - 60,000; Full time

Benefits offered by this job

Time-off policies

Paid time off

Extended Medical and Dental plan

Employee discounts

Wellness & Engagement Activities

Community Involvement

Career advancement opportunities

Hybrid working environment

Learning and development opportunities

Training reimbursement

Dog friendly offices

Job summary

Microserve is seeking a Service Desk Analyst to join our Burnaby, BC team. You’ll provide first‑level IT support for clients and staff via phone, email and in‑person, troubleshoot hardware and software issues, and ensure users can access the tools they need.

Ideal candidates have AD and Office 365 experience, an IT diploma, strong troubleshooting and communication skills, and comfort working in a hybrid on‑site/remote role with weekly on‑site presence.

Qualifications

• Minimum 1 year of experience in an IT helpdesk environment or similar co-op role.
• Experience with Active Directory.
• Microsoft Office 365 administration experience.
• IT-related diploma (or equivalent) preferred.
• Microsoft certifications such as MD-102, MS-900 and AZ-900 or other third-party certifications such as: CompTIA A+, CompTIA Net+, ITIL v4 are considered assets.
• Strong technical troubleshooting skills.
• Experience in a fast-paced, customer service–focused environment.
• Excellent written and verbal communication skills.
• Ability to multitask effectively.
• Valid driver's license and reliable vehicle.
• On-site presence required at least once per week at designated client or office locations.
• Flexibility to cover extra on-site visits according to business needs.
• Comfortable working in a hybrid model with both remote and on-site responsibilities.

Responsibilities

• Provide Tier 1 and limited Tier 2 support for end-user computing issues.
• Act as the first point of contact for support requests via phone, web portal, chat, and email.
• Troubleshoot technical problems, determine impact and priority, and escalate when necessary.
• Use remote tools and diagnostic utilities to assist with issue resolution.
• Research solutions using internal and external knowledge bases.
• Set up, deploy, and troubleshoot PCs, peripherals, and printers.
• Log and manage hardware/software service requests through completion.
• Clearly communicate technical information to both technical and non-technical users.
• Document incidents, decisions, and actions taken through final resolution.
• Monitor assigned tickets and respond in a timely manner.
• Prioritize incidents and requests according to defined SLAs.
• Collaborate with other IT team members to resolve issues and improve services.
• Ensure customer satisfaction through continuous follow-up.
• Support IT business needs for projects and special requests.
• Contribute to the technician knowledge base.
• Assist with peer training for new team members when required.

Skills

Active Directory

Office 365 administration

Troubleshooting

Customer service

Communication

Multitasking

Education

IT-related diploma or equivalent

Certifications such as MD-102, MS-900, AZ-900 or similar assets

Tools

Remote troubleshooting tools

Diagnostic utilities

Job description

Microserve is seeking a Service Desk Analyst to join our Burnaby, BC team. You’ll provide first‑level IT support for clients and staff via phone, email and in‑person, troubleshoot hardware and software issues, and ensure users can access the tools they need.

Ideal candidates have AD and Office 365 experience, an IT diploma, strong troubleshooting and communication skills, and comfort working in a hybrid on‑site/remote role with weekly on‑site presence.