IT Service Analyst, Desktop Support - Internal
IT Service Analyst, Desktop Support - Internal
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Job Description
- Provide technical support to end users via phone email remote desktop and/or inperson for hardware and software issues.
- Install configure and maintain desktop and laptop computers including operating systems and applications.
- Troubleshoot and resolve hardware and software problems related to desktops laptops iPhones printers and peripheral devices.
- Assist with the setup and configuration of workstations and mobile devices for new hires.
- Provide support and troubleshooting for Windows 11 issues including system performance updates and security features.
- Support and troubleshoot issues related to Office 365 including configuration email setup OneDrive Teams and other Office apps.
- Support network connectivity issues including troubleshooting VPN WiFi and LAN connections.
- Manage endpoint devices using Microsoft Intune ensuring devices are compliant with corporate security policies and up to date.
- Deploy applications configure device settings and monitor device health for desktops laptops and iPhones through Intune.
- Implement and enforce security policies on mobile and desktop endpoints including encryption remote wipe and device restrictions.
- Provide high level assistance to end users regarding common software and hardware usage.
- Use a ticket management system to track and resolve technical issues ensuring accurate documentation and followup actions.
- Collaborate with other IT team members for escalating or complex issues.
- Maintain inventory of hardware and software assets.
- Participate in IT projects as required including system upgrades deployments and rollouts.
- Offsite field support at affiliated businesses and/or stores may be required.
- Excellent time management and problem solving skills.
- Excellent communication skills both written and verbal.
- Ability to communicate technical issues and solutions in a clear concise manner to Senior Management and Executives
- Highly organized and able to multitask effectively and work under changing priorities.
- Initiative to isolate and solve problems.
- Associates degree in information technology Computer Science or a related field (considered an asset).
- 13 years of experience in desktop support IT support or a similar technical support role.
- Proficiency with Windows 11 operating system including troubleshooting and system optimization.
- Experience with Office 365 applications (Outlook Word Excel PowerPoint Teams OneDrive) including configuration troubleshooting and user support.
- Experience with hardware troubleshooting (PCs laptops printers iPhones etc.).
- Familiarity with Microsoft Intune for endpoint management and mobile device management.
- Familiarity with Active Directory
- Experience with a ticket management system
- Experience with AS400 Windows Server.
- Strong knowledge of Win7 / Win10 and Microsoft O365.
- Working knowledge of Airwatch
- Working knowledge of remote connectivity software such as RDP Citrix and Cisco VPN.
- Working knowledge of network services such as DHCP DNS and TCP/IP
- Working knowledge of iMac would be considered an asset.
- Working knowledge of switches routers and other general networking equipment.
- Experience with Microsoft Active Directory administration and creation of user accounts.
- Microsoft Certified Desktop Support Technician or similar would be considered an asset.
- IT certifications (e.g. CompTIA A Microsoft Certified IT Professional or equivalent).
- Experience with remote desktop support tools.
- Knowledge of basic scripting or automation tools is a plus.
If you are a wellorganized selfmotivated individual possessing professional customer service skills a positive and professional attitude plus an eye for detail then we have the opportunity for you to excel!
London Drugs is 100% Canadian owned and is focused on local customers satisfaction. Across Alberta Saskatchewan Manitoba and British Columbia London Drugs 79 stores employ more than 8000 staff dedicated to providing our customers with a superior shopping experience.
At London Drugs we believe in fostering a culture that treats employees like family. We are committed to providing our employees with a supportive and encouraging environment that promotes professional development and advancement. By fostering this approach we aim to create an atmosphere where every employee feels supported appreciated and motivated to contribute their best to the organization.
When we consider employees for new opportunities or promotions we see them as integral members of our work family. Our commitment to treating employees like family is reflected in our practices of open communication recognition of achievements and providing opportunities for continuous learning and skill development. We want our employees to feel a strong sense of belonging and commitment to their success within the organization.
Therefore we focus on promoting from within and we invite you to view all live postings to help advance your career with us. We also hold ManagerInTraining programs and LD Career Weeks to help better educate prepare and support you with your career advancement journey.
Required Experience:
IC
Employment Type
Full-Time
