Support Desk Analyst (Vancouver)

FOUNTAIN TIRE; British Columbia; Remote; CAD 55,000 - 65,000; Full time

Job summary

A leading company in the tire industry is looking for a Support Desk Analyst to provide remote multi-channel support. The role involves troubleshooting hardware/software issues and assisting users with desktop support. This position offers a competitive salary, benefits, and opportunities for professional growth.

Benefits

Competitive salary based on experience

Policies supporting a balanced lifestyle

Discounts on tires, parts, and services

Qualifications

• 3-5 years of support analyst experience preferred.
• Technical certifications or diploma in Computer Science required.

Responsibilities

• Provide support via phone, email, and chat.
• Log incidents and maintain detailed notes.
• Diagnose and resolve basic network problems.

Skills

Troubleshooting

Problem Solving

Communication

Customer Focus

Organizational Skills

Education

Technical certifications or diploma in Computer Science

Tools

Microsoft Office

Windows OS

Microsoft Dynamics AX

Job description

Overview

Fountain Tire’s Information Technology team is seeking a dedicated Support Desk Analyst to provide multi-channel support, share knowledge and best practices, and restore service operations.This is a term position ending on December 31, 2025. This is a remote role, open to candidates located in Vancouver only.

What do we offer?

• Competitive salary based on experience: $55,000 - $65,000 per year
• Policies and programs supporting a balanced lifestyle
• Discounts on tires, parts, and services at Fountain Tire locations for you and your family

Why Fountain Tire?

• Platinum Member of Canada’s Best Managed Companies
• One of the 10 largest independent tire dealers in North America, with numerous awards for customer service and business excellence
• Over 160 stores from BC through Ontario, with ongoing expansion into new markets

Functional Responsibilities:

• Provide support via phone, email, and chat
• Log incidents and maintain detailed notes for each support contact
• Use support systems, remote tools, and technical knowledge to troubleshoot and resolve issues
• Support desktop and custom applications, including hardware/software troubleshooting and configuration
• Ask logical questions to clarify issues and identify root causes
• Diagnose and resolve basic network and internet problems
• Monitor network outages and coordinate with ISPs
• Create and update knowledge articles to improve support efficiency
• Participate in ongoing training to stay current with technology trends
• Collaborate with Tier 3 support to resolve complex issues
• Handle move, add, and change requests for users
• Share best practices with team members
• Provide basic support for printers and office equipment
• Work occasionally outside regular hours, including weekends and on-call shifts, carrying a cell phone for communication
• Assist with desktop support and computer operations as needed
• Implement and follow ITIL-aligned service management strategies
• Adhere to defined IS methods such as Change Management and Problem Analysis
• Stay informed on industry news and best practices
• Performance will be evaluated based on the Support Desk performance matrix
• Travel may be required for projects

Qualifications and Skills:

• Technical certifications or a diploma in Computer Science, with 3-5 years of support analyst experience; a combination of education and experience may be considered
• Strong troubleshooting and problem-solving skills
• Excellent verbal and written communication skills
• Customer-focused with attention to detail
• Knowledge of hardware, software, and networking systems
• Team-oriented mindset
• Ability to multitask and manage time effectively
• Organizational skills
• Preferred: experience with Microsoft Office, Windows OS, and Microsoft Dynamics AX

Interested and qualified candidates are encouraged to apply online.