Technical Support Analyst

Job Title: Support/Helpdesk Analyst

Job Type: 1-month contract (covering medical leave, possibility of extension)

Location: Kelowna, BC V4V 2L7

Hours per week: 40 hours per week

Shift Schedule: Monday to Friday, 8 AM to 4:30 PM

Rate: $27/hr T4 OR $33/hr Inc.

Overview:

The Support/Helpdesk Analyst is responsible for providing first-line technical support for hardware, software, business applications, and IT services. This role focuses on responding to incidents and service requests, ensuring prompt resolution or escalation, and supporting key business operations across the organization. Working under regular guidance and support, you will deliver first-line support in a predominantly Microsoft-based environment, assisting users with device, application, and access issues. You will contribute to internal projects, asset management, documentation, and knowledge sharing, while maintaining a strong commitment to excellent customer service and continuous learning.

Job Responsibilities:

• Respond to incidents and service requests submitted by end users, providing first-line support for hardware, software, application issues, and general usability or access concerns, escalating complex problems as needed.
• Support day-to-day IT Operations, including onboarding, offboarding, device setup, account provisioning, and access setup.
• Perform user account management tasks in Microsoft Entra ID/Active Directory and within other business applications.
• Support Microsoft 365 applications (Outlook, Teams, OneDrive) by troubleshooting basic user issues and escalate as needed.
• Support sessions and devices in a Microsoft-centric environment, including Azure Virtual Desktop (AVD), Intune-managed and Active Directory-joined devices, SCCM-imaged Windows devices, and MacOS workstations, escalating complex issues as needed.
• Diagnose basic network issues (wired/wireless); escalate complex cases appropriately.
• Handle hardware imaging, configuration, and maintenance for end-user delivery.
• Manage and update tickets in the ITSM platform (FreshService), documenting troubleshooting steps and resolutions clearly and accurately.
• Maintain accurate IT asset inventory and assist with tracking and audits.
• Collaborate with vendors, cross functional teams, and internal stakeholders to coordinate support and service delivery.
• Participate in team learning initiatives, on-call rotation, and occasional travel to local office sites.
• Perform other duties and projects as assigned.

Requirements :

• Diploma or certificate from a recognized Information Technology program, or an equivalent combination of education and work experience.
• 1–2 years of experience in a first-line IT support role.
• Certifications (e.g. MS-900, ITIL 4, CompTIA A+) are considered assets.
• Experience supporting Windows and macOS desktop environments.
• Strong knowledge of desktop hardware, peripherals, and mobile devices, including installation, configuration, basic maintenance, and troubleshooting.
• Familiarity with Active Directory and Microsoft Entra ID (Azure AD) for account management tasks.
• Experience troubleshooting basic Microsoft 365 applications (Outlook, Teams, OneDrive) and user access issues.
• Familiarity with ITSM platforms such as FreshService, ServiceNow, or Jira Service Management.
• Basic understanding of network concepts (VPNs, Wi-Fi connectivity, LAN/WAN, DHCP, DNS).
• Experience with imaging and deploying Windows and macOS devices using enterprise tools such as SCCM or Autopilot.
• Familiarity with mobile device management (MDM) platforms such as Microsoft Intune is considered an asset.
• Valid Class 5 driver’s license and access to a reliable vehicle.