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Desktop Support Analyst

2 weeks ago

Vancouver, Canada Klohn Crippen Berger Full time

Are you looking for an opportunity to
- Leave a positive impact on the environment through progressive design?
- Work in a close-knit group of motivated professionals?
- Develop your critical thinking skills?
- Develop a career that provides a mix of local and global projects?

What makes us stand out?
Our tag line “Down to Earth / Up to the Challenge” says a lot about who we are. In broad terms, we think KCB’s primary differentiators are:

- our global reputation for technical excellence
- our appetite to tackle problems with unique complexities
- our creative perspectives that come through diverse and inclusive teams
- our size, large enough to win intriguing projects, small enough to know you by name

**What you would engage in**:
Reporting to the Manager, End User Services, the End User Analyst is responsible for ensuring that internal KCB users have operational devices such as computers, peripherals, printers, and phones required for their work tasks. Step into our Information Technology Group in Vancouver as an End User Support Analyst, a full-time in-office opportunity where you will:

- Resolve tickets by taking ownership of the request and seeing it through to completion.
- Support both on-site and remote colleagues with installing, configuring, testing, maintaining, monitoring, and troubleshooting their devices and related hardware and software to deliver the required service levels.
- Perform analysis, diagnosis, and resolution of complex device problems for end users, and recommend and implement corrective solutions.
- Support the Lifecycle Management process by managing an asset inventory of hardware and software, including lifecycle, audit counts, purchasing, transferring, deployment, and configuration of inventoried equipment.
- Share your knowledge, identify and improve process deficiencies creating departmental improvements.
- Represent the team at various cross-functional meetings and/or projects; promote existing and new programs and/or policies.
- Support the team by performing other operational duties as required.
- This position will require on-call support, travel to KCB’s remote offices, and occasional evening and weekend work to meet deadlines or perform special projects.

**What we require**:

- A degree or technical diploma or degree in Computer Science, Information Technology or elated discipline.
- Minimum three years of IT experience.
- Experience working with a service management system, preferably Fresh Service.
- Effectively package and deploy software using Microsoft Intune, a strong understanding of several key areas is required
- Understanding of or willingness to learn a scripting language, preferably PowerShell.
- Creating and maintaining documentation of resolution and procedures
- Demonstrated a high level of self-motivation with a strong desire to solve problems
- Demonstrates exceptional proficiency in both verbal and written communication
- Aptitude to understand and resolve complex issues, and excellent customer-service skills.

**Nice-to-have**:

- An ability to find creative solutions and know how to present them
- A willingness to go above and beyond with supporting clients and colleagues
- Demonstrate that you are flexible and seek solutions rather than focusing on problems

The salary for this position is $65,000 to $95,000 per year. Salary is based on applicable experience, education, and skill level.
**Along with continued career development, KCB offers**:

- Annual performance and salary review
- Vacation policy that aligns to your experience
- Paid OT and sick days
- Flexible benefits, including RRSP, social and mental well-being initiatives
- Commitment to global ESG standards