IT Service Analyst - Desktop Support

London Drugs Limited; Richmond; On-site; CAD 45,000 - 70,000; Full time

Job summary

An established industry player is seeking a Service Analyst for Desktop Support to join their dynamic IT department. This role involves providing technical assistance to end users, troubleshooting hardware and software issues, and managing endpoint devices. The ideal candidate will possess strong problem-solving skills and excellent communication abilities, with experience in Windows 11 and Office 365 environments. The company offers a supportive work culture, opportunities for career advancement, and a comprehensive benefits package, making it an exciting opportunity for those looking to thrive in a customer-oriented environment.

Benefits

Health & wellness coverage

Medical/dental/vision coverage

RRSP matching

Employee discounts

Training and scholarships

Counseling services

Recognition programs

Qualifications

• Strong problem-solving and communication skills are essential.
• Experience with Windows 11 and Office 365 is highly regarded.

Responsibilities

• Provide technical support for hardware and software issues.
• Manage endpoint devices and ensure compliance with security policies.
• Collaborate with IT team for escalations and complex issues.

Skills

Problem-solving

Communication

Endpoint management

Technical support

Time management

Education

Associate’s degree in IT or Computer Science

1-3 years of experience in desktop support

Tools

Microsoft Intune

Windows 11

Office 365

Active Directory

Ticket management systems

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 and supporting Windows 11 and Office 365 environments will be considered an asset.

Responsibilities include:

• Provide technical support to end users via phone, email, remote desktop, and 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 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 software and hardware usage.
• Use a ticket management system to track and resolve issues, ensuring proper documentation and follow-up.
• Collaborate with IT team members for escalations or complex issues.
• Maintain hardware and software asset inventory.
• Participate in IT projects, including 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 clearly communicate technical issues and solutions to Senior Management and Executives.
• Highly organized, able to multitask, and adapt to changing priorities.
• Initiative to diagnose and resolve problems.

Education and Knowledge:

• Associate’s degree in IT, Computer Science, or related field (asset).
• 1-3 years of experience in desktop or IT support roles.
• Proficiency with Windows 11, including troubleshooting and optimization.
• Experience with Office 365 applications, configuration, troubleshooting, and support.
• Hardware troubleshooting experience (PCs, laptops, printers, iPhones).
• Familiarity with Microsoft Intune, Active Directory, ticket management systems, AS400, Windows Server.
• Knowledge of Win7/Win10, Microsoft O365, Airwatch, remote connectivity tools (RDP, Citrix, Cisco VPN), network services (DHCP, DNS, TCP/IP), and networking equipment.
• Experience with Microsoft Active Directory, user account management.
• Certifications such as Microsoft Certified Desktop Support Technician or equivalent are assets.

If you are organized, self-motivated, customer-oriented, with a positive attitude and attention to detail, this is your opportunity to thrive!

We offer career advancement, competitive salary based on experience, and a comprehensive benefits package including health & wellness, medical/dental/vision coverage, RRSP matching, employee discounts, training, scholarships, counseling, and recognition programs.

If you possess the skills and enthusiasm to join our team, Apply Now!

London Drugs is committed to diversity and inclusion and provides accommodations during the recruitment process upon request. We do not use third-party recruitment services.

We may collect, use, and disclose personal information for employment purposes, adhering to privacy policies. Be cautious of unsolicited job offers and protect your personal information.