Information Technology Support Analyst

1 week ago

Vancouver British Columbia, British Columbia, Canada OnX Full time

Technical Support Analyst


Key Responsibilities

  • Provide end-user support via phone, e-mail, MS Teams or in person, diagnosing and resolving general hardware and software issues on desktops, laptops, monitors, printers, scanners and other computer peripherals and multi-function devices.
  • Collaborating with the National Service Desk and providing Level 2 Support to the Help Desk and end-users as needed.
  • Review and test deployment updates using System Center Configuration Manager (SCCM), ensuring timely deployment of software updates, Microsoft security patches, and application packages.
  • Support administration of Office 365 and other cloud-based collaboration tools.
  • Manage and pro-actively identify support needs for mobile device management technologies (MS Intune).
  • Working with hardware and software vendors to resolve issues.
  • Securing data protection on firm managed devices with hard drive encryption (Microsoft Bit locker).
  • Producing and maintaining quality technical documentation and reports.
  • May perform other duties, as assigned, within the nature and level of the job


Knowledge and Experience

  • University degree or College Diploma in a computer related field
  • 3-6 years in an IT related position
  • Experience with Windows 10 and 11, Mobile Device Management platforms like Microsoft Intune (Windows and iOS device configurations) and SCCM (Application deployment and Testing), Active Directory, Microsoft Entra ID, Networking, Security and Windows Server.
  • Advanced knowledge of MS O365 like Word, Excel, Outlook, PowerPoint etc. and other frequently used desktop enterprise applications.
  • Understand Group Policy Objects (GPO), Local Policy Objects (LPO) and their impact on system configuration, anti-virus policies, knowledge of the Pre-boot Execution Environment (PXE) and WinPE.
  • Windows client Operating System deployment, administration, and troubleshooting, and Enterprise Software deployment.
  • Client Security Best Practices for Hardware and Software Implementation.
  • Experience with Enterprise Encryption Software, Antivirus and Application White Listing
  • Experience using remote access tools such as Goverlan
  • Experience with HP, Dell and Lenovo desktops and notebooks.
  • Experience with networks.
  • Industry certifications such as A+ or N+
  • MCSA / MCSE certification an asset
  • ITIL certification an asset


Skills and Abilities

  • Excellent problem solving, communication and time management skills are a must
  • Focused on service excellence and consistently incorporates the end users perspective in technical solutions
  • Working as a highly reliable, quality oriented, customer focused, high performing team member.
  • Creating and following documented procedures.
  • Good verbal and written communication skills
  • Desire to take advantage of training and learning opportunities
  • Ability to function effectively in a fast-paced environment
  • Ability to work with team members in remote offices
  • Independent, self-starting attitude

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