Helpdesk Support Analyst

2 days ago


Burnaby, Canada TLS Global Resources Full time

A valued TELUS client requires a Helpdesk Support Analyst to provide white-glove IT support across the enterprise. This role is suited to an energetic, self-starter with proven technical skills who can work within a dynamic, forward-thinking organization.

**Roles and Responsibilities**:

- Receive all inbound technical support requests, triage and resolve where possible, escalating unresolved issues to the appropriate department.
- Log all support tickets and manage through to completion.
- Set up new user accounts and allocate access.
- Resolve password issues.
- Troubleshoot and resolve printer and device issues.
- Manage the IT onboarding and offboarding process for users
- Manage administrative issues within the IT department.
- Manage hardware inventory levels.
- Take on projects within the IT team as required.
- Maintain and update system documentation as required.
- This role is well suited to an ambitious self-starter. An entrepreneurial mindset is required.

**Skills and Experience**:

- Post-secondary diploma/degree in technology plus minimum 2 years experience focusing on IT support and systems administration.
- Proven experience with Microsoft 365.
- Ability to install, configure and troubleshoot Windows.
- Must have prior support experience, preferably in a Microsoft environment.
- Understanding of Microsoft Azure Cloud basics is an asset.
- Understanding of cybersecurity is a plus.
- Excellent analytical and problem-solving skills with a keen attention to detail.
- Strong communication and interpersonal skills.
- Strong organizational skills with the ability to manage multiple tasks simultaneously. Ability to work independently and as part of a team.
- Resourcefulness and problem-solving attitude.
- Detail-oriented with a strong focus on documentation and process.
- Ability to convey technical concepts to non-technical staff.

Start Date: Immediately

Duration: 12 months - likely to extend. Permanent option available.

Work Location: Burnaby (Hybrid).

**Job Types**: Full-time, Fixed term contract
Contract length: 12 months

Pay: $18.83-$55.55 per hour

Schedule:

- Monday to Friday

Work Location: Hybrid remote in Burnaby, BC



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