Senior Helpdesk Analyst

QHR Technologies Inc; Kelowna; On-site; CAD 60,000 - 80,000; Full time

Job summary

A Canadian technology company is seeking a Senior IT Helpdesk Analyst in Kelowna. This role involves handling high-priority technical tickets, managing Windows and Mac devices, and leading the team during escalations. Candidates must have experience in HelpDesk roles, strong technical expertise, and the ability to work independently. A competitive salary and benefits package are offered for this full-time, in-office position.

Benefits

Competitive benefits package

Base salary and variable bonus

Qualifications

• Experience with vulnerability remediation and patch management.
• Ability to work in a team environment and independently.
• Strong skills in system troubleshooting and performance tuning.

Responsibilities

• Handle escalations and high priority tickets in Technology Department.
• Manage Windows, Mac, and other End-User devices.
• Construct and maintain workstation images and task sequences.

Skills

Strong technical expertise with Windows/MAC laptops

Active Directory Group Policies

Scripting languages like PowerShell

Experience with ServiceNow

Strong communication skills

Problem-solving skills

Education

Previous experience in a HelpDesk or related IT role

Tools

ServiceNow

Microsoft endpoint configuration manager

Job description

Overview

Position Summary : The Senior IT Helpdesk Analyst is responsible for handling escalations and high priority tickets in the Technology Department. This role will also require you to perform software deployments, patch management, and workstation image development / deployments for the company. The Sr role is also responsible to help lead the team, especially when the team lead is away. Analysts will need to be able to work independently, as well as with other Technology teams, to resolve both day-to-day and complex technical problems. Working some evenings and weekends is expected, as some work will need to be done outside of peak business hours and you may be called in during outages and emergencies.

Primary Responsibilities

• Handling Tickets: Maintain service logs in the ticketing software (ServiceNow, JIRA, etc). Focus on Support of QHR staff with Tier 2 tickets.
• Primary administrator for Windows, Mac, and other End-User devices, including: Package creation and system performance by performing system monitoring and analysis, performance tuning, troubleshooting, system hardware, installation, firmware patching, and virtual machine management.
• Construct and maintain workstation images and task sequences: Handle Intune environment for mobile devices, including application deployments and security hand in hand with the Security team to address vulnerabilities and compliance for all and implement PowerShell scripts to assist with deployments and reporting.
• Maintain documentation and training: Work towards continual improvement of support services, materials, and best practices. This will include improvements to HelpDesk processes. Develop and maintain installation and configuration procedures; contribute to, and maintain, system standards, policies, and best practices to adhere to enterprise architecture.
• Investigate and implement new and emerging technologies.
• Work with vendors to troubleshoot problems.
• Grant access requests that require a higher level of scrutiny.
• Participate in ongoing duties and projects.
• Organizational duties and expectations: Promote QHR’s “Blue Culture” framework to foster a collaborative, positive, and efficient to the organization’s positive image both internally and other duties consistent with the position, as reasonably directed by your manager or lead.

Additional Duties and Expectations

• Promote QHR’s “Blue Culture” framework to foster a collaborative, positive and efficient workplace.
• Contribute to the organization’s positive image both internally and externally.
• Perform other duties consistent with the position, as reasonably directed by your manager.

Qualifications, Education, and Experience Requirements

• Previous experience working in a HelpDesk, or related IT role.
• Strong technical expertise and work experience in the following areas: Windows / MAC laptops and mobile devices (iOS and Android); Active Directory Group Policies, Active Directory Certificate Services (ADCS), Active Directory Federation Services (ADFS), Office Productivity Applications (O365), Administrator Password Solution (LAPS); Windows Admin Center, Windows Firewall, Server Backup, DNS; Windows and Linux Servers; Utilizing Splunk Search and Reporting; Scripting languages like PowerShell, sh, etc.; System Center Configuration Manager (SCCM); Working with vCenter and vSphere.
• Microsoft endpoint configuration manager (MECM).
• Familiarity with Intune / EndPoint Manager mobile device management: Administration including patching and imaging.
• Strongly skilled in administration of Microsoft Windows Server and Workstation operating systems.
• Experience with monitoring, maintaining, patching, and vulnerability remediation.
• Able to analyze alerts from various monitoring tools and take appropriate actions during troubleshooting.
• Working knowledge of basic network protocols and practices.
• Strong communication and documentation skills.
• Strong problem solving skills and the ability to work in a fast-paced environment.
• Able to work in a team environment.
• Self-starter; able to manage multiple tasks efficiently for on-time delivery.

Additional Qualifications, Education, and Experience Requirements

• Experience in VMWare and / or Hyper-V, or other virtualization technologies.
• Knowledge in UNIX / Linux / RHEL operating systems.
• Experience in ServiceNow.

Compensation and Logistics

• Base salary, variable bonus established at the corporate level, competitive benefits package.
• Full-time, permanent
• In-office position based out of our Kelowna head office

QHR is a dynamic, high-growth Canadian technology company and division of Loblaw Companies Limited. Our mission is to unite Canadian Healthcare, connecting Providers and their Patients to information and each other.