IT Help Desk Technical Analyst

White Spot; Vancouver; On-site; CAD 69,000 - 79,000; Full time

Job summary

Columbia College is seeking a full-time IT Help Desk Technical Analyst for its IT department. This role involves supporting users with technical issues, administering helpdesk functions, and ensuring a high level of client satisfaction. The position offers competitive compensation and benefits, with a starting salary range of CAD 69,576 to CAD 78,154 based on qualifications and experience. Interested candidates can apply through the college's portal before July 11, 2025.

Benefits

Health and dental benefits

Generous RRSP plan

Fitness and Professional Development Allowance

Qualifications

• Minimum of 3 years of relevant IT support experience.
• Recommended knowledge of Microsoft 365, Remote Desktop environments, and more.
• Excellent verbal and written communication skills.

Responsibilities

• Provide IT helpdesk support services to users and students.
• Administer Microsoft 365 applications and manage helpdesk tickets.
• Document all actions and resolutions in helpdesk systems.

Skills

Analytical skills

Customer-service orientation

Communication

Problem-solving

Multitasking

Education

Two-year college diploma in Information Technology

Tools

Helpdesk management software

Microsoft 365

Adobe Creative Cloud Suite

Job description

Columbia College is looking for a full-time IT Help Desk Technical Analyst to join our IT department. The working schedule is Monday through Friday, 35 hours per week.

The job will be performed on campus.

START DATE: July/August 2025

SUMMARY:

The IT Helpdesk Technical Analyst is responsible for providing IT helpdesk and support services to users and students experiencing technical issues related to business applications, productivity tools, desktop and laptop systems, telecommunications, and network services. Key duties include second-line support, issue tracking, diagnosis, replication, resolution, escalation, and the development of support documentation. This position also leads the management of Helpdesk tickets.

This role requires strong communication, analytical, and problem-solving skills to ensure a high level of client satisfaction for both operational and project-related issues.

DUTIES/RESPONSIBILITIES included, but are not limited to:

• Administer and manage Microsoft 365 applications and backend administrative tools to meet user requirements.
• Support Microsoft Intune from a helpdesk perspective, including:

• Creating and importing AutoPilot hash files.
• Reviewing compliance policies.
• Managing software rollouts.
• Performing necessary diagnostic analysis.

• Provide timely and effective training and user support across a range of IT-related issues, including:
• Business applications.
• Operating systems.
• Hardware (desktops, laptops, printers, etc.).
• Mobile devices and telephony.
• Audio-visual and clock systems.
• Perform installations, upgrades, and preventive maintenance on IT systems and peripherals.
• Liaise with vendors to resolve hardware, software, and peripheral issues.
• Manage user setup, configuration, and access for systems and applications, including:
• Network and Exchange account creation/termination.
• Rights and permissions for network and email accounts.
• User accounts for business applications.
• File directory and application group permissions.
• Distribution lists.
• Telecommunications service requests (moves, adds, changes).
• New branch/lot service requests.
• Monitor, manage, and resolve helpdesk tickets promptly to ensure service levels are met or exceeded.
• Document all actions, resolutions, and updates in helpdesk systems and operational procedures.
• Ensure end-user satisfaction by taking ownership of tickets through to complete resolution.
• Create and maintain technical documentation and support materials related to customer care operations.
• Collaborate with IT staff to identify recurring issues and contribute to long-term solutions (e.g., training, FAQs, hardware/software updates).
• Provide support for project deployments, including readiness documentation and transition planning to internal support teams.
• Maintain adequate printer supplies (toner, paper) and stock levels.
• Perform other related duties as assigned.

COMPETENCIES

• Exhibit and promote a positive, collaborative “team player” attitude.
• Communicate constructively with supervisors and colleagues to improve workplace practices, policies, and services.
• Demonstrate a high standard of customer service to both internal and external clients.
• Maintain excellent oral and written communication skills for phone, in-person, and helpdesk correspondence.
• Comply with all health and safety guidelines and the Occupational Health and Safety Act.

QUALIFICATIONS

• A two-year college diploma in Information Technology or a related field, or an equivalent combination of education and experience.
• Minimum of 3 years of relevant IT support experience in a similar environment.
• Recommended knowledge and experience with:
• Adobe Creative Cloud Suite.
• Apple Business Systems and DEP device enrollment.
• Microsoft Windows 11.
• Remote Desktop environments.
• Microsoft 365 (Exchange Online, Outlook, SharePoint, Teams, OneDrive, Bookings, Planner).
• Mobile devices (iOS and Android).
• PaperCut print management.
• Moodle LMS (preferred, not required).
• Strong analytical skills with the ability to quickly assess issues and determine appropriate solutions.
• Good judgment and ability to escalate issues appropriately.
• Proficiency with helpdesk management software.
• Excellent verbal, written, and telephone communication skills.
• Ability to convey technical information in user-friendly language.
• Understanding of computer workstation configuration.
• Strong multitasking and prioritization abilities.
• Demonstrated customer-service orientation.
• Team player with the ability to work under pressure.

WHAT WE OFFER:

In addition to working with an inclusive, progressive group of people, we offer a competitive compensation package which includes:

• $69,576 - $78,154 as the starting annual gross salary range, based on full-time hours, qualifications, and relevant experience.
• All Columbia College employees are covered by the Columbia College Employment Agreement, including a robust health and dental benefits package, a generous RRSP plan, and vacation.
• Fitness and a Professional Development Allowance after completing full-time annual hours.

APPLICATION PROCEDURE

Please submit your application, including a cover letter and resume, through our portal

https://www.myavanti.ca/CareersAtColumbiaCollege/

Please note that completing the entire profile is not mandatory to upload the required resume and cover letter to the platform.

APPLICATION DEADLINE: JULY 11, 2025

At Columbia College, we foster a culture of equity, diversity, and inclusion. The College invites and encourages applications from all qualified individuals, including groups traditionally underrepresented in employment, who may contribute to the further diversification of our Institution.

We thank all applicants for their interest in the position; only those selected for an interview will be contacted.