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Service Desk Analyst

1 month ago

Vancouver, Canada Eminence Organic Skin Care Full time

Location: 530 West Broadway, Vancouver BC, Canada

Core hours: Monday to Friday from 8am – 4:30pm PST

We value collaboration, both in-person and remotely. This position is classified as Hybrid under our Hybrid Work Program Policy, where this position is required to be onsite 3 days per week.

Role Summary

We are looking for two Service Desk Analysts to join our team One in a permanent capacity and one on a 3-month contract (5 days a week) to support ongoing projects.

As the Service Desk Analyst, you will be responsible for providing users with hardware setup, password resets, email troubleshooting, and general desktop application support. You will also be responsible for configuring new PCs, supporting printers, deploying technical equipment, and logging all technical support calls into the ticketing system. This role will require you to have a strong passion for troubleshooting and supporting users remotely and in the office setting. You will be reporting directly to the Service Desk Manager.

Responsibilities

  • First point of contact for all technical support calls
  • Log tickets into the JIRA Ticketing system
  • Prioritize and troubleshoot issues either in person or using remote control software
  • Resolve hardware and software technical issues
  • Remediate all workstations, software patches, updates, and upgrades
  • Deploy technology equipment for new users and set up hardware, including workstations, telephone and printers
  • Assist with keeping build images and workstation deployment methods up to date
  • Maintain inventory tracking and update the inventory logs of supplies, users, UP, service tags etc.
  • Maintain project and network related documentation, and documentation on user processes, hardware, and software
  • Inform users of incident/service request status, new systems ,procedures, and updates
  • Conduct technology onboarding for new Team Members

Qualifications

  • 3-6 years of experience in providing technical support in a busy office environment
  • 3-6 years of experience providing front-line technical support for computers
  • Demonstrated ability to install software and hardware
  • Demonstrated ability to create and maintain new Users via Exchange or Active Director/AD Manager
  • Ability to facilitate support sessions using Remote Desktop Connection and other remote-control tools
  • Experience in Windows installation and troubleshoot including MS Teams administration and O365 management
  • Experience in basic networking and cable management
  • Ability to solve issues with third-party hardware and software vendors
  • High level of accuracy, attention to detail, communication skills, and customer service skills
  • Ability to exercise diplomacy and discretion and to handle highly confidential information appropriately

The Application

Please submit a resume with a cover letter.

Closing date for applications: Thursday, February 27th, 2025 at 9pm PST.