IT Service Analyst - Desktop Support

London Drugs; Richmond; On-site; CAD 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a Service Analyst for Desktop Support in Richmond, BC. This role involves providing technical assistance, troubleshooting hardware and software issues, and managing endpoint devices. The ideal candidate will excel in problem-solving and communication, with a strong understanding of Windows 11 and Office 365. Join a dynamic team that values innovation and customer focus, offering opportunities for growth and a comprehensive benefits program. If you are self-motivated and detail-oriented, this is your chance to make a significant impact in a supportive environment.

Benefits

Health & Wellness

Comprehensive medical, dental, prescription drug, and vision coverage

Company matched RRSPs

Employee Discount Program

Ongoing in-house Training & Education Courses

Postsecondary Entrance Scholarships

Free confidential counselling

Employee Recognition Program

Qualifications

• Experience in desktop support and troubleshooting hardware/software issues.
• Proficiency with Windows 11 and Office 365 applications.

Responsibilities

• Provide technical support for hardware/software via multiple channels.
• Manage endpoint devices and ensure compliance with security policies.

Skills

Problem-solving

Communication

Windows 11

Office 365

Endpoint Management

Technical Support

Education

Associate's degree in Information Technology

1-3 years of experience in IT support

Tools

Microsoft Intune

Ticket Management Systems

Active Directory

Remote Desktop Support Tools

Job description

Not just a job…

a community

a partnership

a team

You’ll experience them all at London Drugs. As one of Canada’s fastest-growing and most successful retail chains, we know what it takes to build a satisfying career. We are seeking innovative, customer-focused people to join our team!

Our IT department at our head office in Richmond BC currently has opportunities for a:

Service Analyst - Desktop Support

This position is responsible for providing technical assistance to end users, troubleshooting hardware and software issues, managing endpoint devices, and ensuring that all desktop, laptop, and mobile systems are functioning efficiently.

The ideal candidate will possess strong problem-solving skills, excellent communication abilities, a solid understanding of endpoint management, and the ability to interface with senior management and executives regarding IT matters. Experience with ticket management systems will be considered an asset. In addition, expertise in supporting and troubleshooting Windows 11 and Office 365 environments.

Responsibilities include:

• Provide technical support to end users via phone, email, remote desktop, and/or in-person for hardware and software issues.
• Install, configure, and maintain desktop and laptop computers, including operating systems and applications.
• Troubleshoot and resolve hardware and software problems related to desktops, laptops, iPhones, printers, and peripheral devices.
• Assist with the setup and configuration of workstations and mobile devices for new hires.
• Provide support and troubleshooting for Windows 11 issues, including system performance, updates, and security features.
• Support and troubleshoot issues related to Office 365, including configuration, email setup, OneDrive, Teams, and other Office apps.
• Support network connectivity issues, including troubleshooting VPN, Wi-Fi, and LAN connections.
• Manage endpoint devices using Microsoft Intune, ensuring devices are compliant with corporate security policies and up to date.
• Deploy applications, configure device settings, and monitor device health for desktops, laptops, and iPhones through Intune.
• Implement and enforce security policies on mobile and desktop endpoints, including encryption, remote wipe, and device restrictions.
• Provide high level assistance to end users regarding common software and hardware usage.
• Use a ticket management system to track and resolve technical issues, ensuring accurate documentation and follow-up actions.
• Collaborate with other IT team members for escalating or complex issues.
• Maintain inventory of hardware and software assets.
• Participate in IT projects as required, including system upgrades, deployments, and rollouts.
• Offsite field support at affiliated businesses and/or stores may be required.

The successful candidate will possess:

• Excellent time management and problem-solving skills.
• Excellent communication skills, both written and verbal.
• Ability to communicate technical issues and solutions in a clear, concise manner to senior management and executives.
• Highly organized and able to multitask effectively and work under changing priorities.
• Initiative to isolate and solve problems.

Education and Knowledge:

• Associate’s degree in information technology, Computer Science, or a related field (considered an asset).
• 1-3 years of experience in desktop support, IT support, or a similar technical support role.
• Proficiency with Windows 11 operating system, including troubleshooting and system optimization.
• Experience with Office 365 applications (Outlook, Word, Excel, PowerPoint, Teams, OneDrive), including configuration, troubleshooting, and user support.
• Experience with hardware troubleshooting (PCs, laptops, printers, iPhones, etc.).
• Familiarity with Microsoft Intune for endpoint management and mobile device management.
• Familiarity with Active Directory.
• Experience with a ticket management system.
• Experience with AS400, Windows Server.
• Strong knowledge of Win7 / Win10 and Microsoft O365.
• Working knowledge of Airwatch.
• Working knowledge of remote connectivity software such as RDP, Citrix, and Cisco VPN.
• Working knowledge of network services such as DHCP, DNS, and TCP/IP.
• Working knowledge of iMac would be considered an asset.
• Working knowledge of switches, routers, and other general networking equipment.
• Experience with Microsoft Active Directory, administration, and creation of user accounts.
• Microsoft Certified Desktop Support Technician or similar would be considered an asset.
• IT certifications (e.g., CompTIA A+, Microsoft Certified IT Professional, or equivalent).
• Experience with remote desktop support tools.
• Knowledge of basic scripting or automation tools is a plus.

If you are a well-organized, self-motivated individual possessing professional customer service skills, a positive and professional attitude, and an eye for detail, then we have the opportunity for you to excel!

We offer advancement opportunities through our promote-from-within policies, starting pay will fall within the salary range indicated and may vary based on job-related experience, knowledge, and education.

We also offer a comprehensive benefits program including:

• Health & Wellness
• Comprehensive medical, dental, prescription drug, and vision coverage for you and your family
• Helping you plan for your future with Company matched RRSPs
• Employee Discount Program
• Ongoing in-house Training & Education Courses
• Postsecondary Entrance Scholarships for you or your children
• Free confidential counselling through our Employee Family Assistance Program
• Employee Recognition Program

If you possess the necessary skills and expertise and would like to join an exciting team of professionals,

Apply Now!

London Drugs is an equal opportunity employer dedicated to building an inclusive and diverse workforce. We are committed to building a company that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.

We will provide accommodations during the recruitment process upon request.

The above statements are intended to describe the general nature and level of work applicable to this position and are not intended to be an exhaustive list of all responsibilities, duties, and skills required. Be advised, London Drugs DOES NOT use third-party recruitment services.

London Drugs may collect, use, and/or disclose your personal information (including the information in this application) where it is reasonable for establishing, managing, or terminating an employment relationship. This includes the use or disclosure of your personal information to persons inside or external to our organization, for the purpose of checking references or gathering other information to support an assessment of your candidacy.

To protect yourself, do not respond to unsolicited job offers from individuals or e-mail addresses, and never disclose any sensitive details about your identity (including personal or financial) to anyone you do not know or trust or on any unverified website, or website you do not trust.

If you are a well-organized, self-motivated individual who has a positive attitude, a desire to support Company initiatives, and a commitment to achieving Company objectives, then we have the opportunity for you to excel!