IT Support Analyst | Copperleaf | 12-month Contract

We are a fast-growing high-tech software company. Join our IT team as an IT Support Analyst (12-month Temporary FT contract)!

Were seeking a proactive service-oriented IT Support Analyst with 3 years of experience to own service desk requests end-to-end and lead the resolution of more complex issues. Youll partner with employees across the business to deliver responsive high-quality support while continuously improving how we work.

You enjoy building and deploying devices supporting applications and learning new tools. Beyond daily support youll drive projects that improve our IT services and processes including opportunities to use automation and AI to lower operational load and enhance the employee digital experience.

This role is based in our Vancouver office and supports our global teams. You thrive in a busy environment enjoy working with people and have a strong desire to fix things. Together we take on these challenges - every day brings something new.

Key Responsibilities

User Support

• Provide timely high-quality support for laptops desktops and mobile devices across Windows 11 macOS iOS and Android.
• Troubleshoot connectivity applications and system issues for employees across time zones.
• Manage the device lifecycle: provisioning deployment refresh and recycling.
• Maintain inventory of devices and ensure accurate tracking.
• Communicate clearly and effectively to help users resolve issues remotely.
• Create and maintain knowledge base articles and SOPs to drive self-service and first-contact resolution.

IT Administration

• Provision laptops accounts applications and licenses for new and existing users.
• Support onboarding and offboarding to ensure smooth secure transitions.
• Administer accounts and identities in Microsoft 365 Entra ID (Azure AD) Intune and related platforms.
• Support event and issue monitoring management and response.
• Coordinate with Security on patch management OS and app updates and enforcement of endpoint standards.

IT Projects

• Identify repetitive IT tasks and automate them with scripts or workflows to reduce cycle time and errors.
• Define document and continuously improve service desk processes to streamline ticket handling strengthen self-service and increase IT efficiency.
• Collaborate with Infrastructure Networking Security and Cloud teams on cross-functional initiatives.
• Plan and deliver upgrades integrations and rollouts of new tools such as collaboration platforms meeting room solutions and security tooling.
• Provide input into continuous improvement initiatives that enhance IT service delivery.

Qualifications :

About You

You love digging into how things work fixing issues fast and then improving the process so it doesnt happen again. You communicate clearly collaborate well across teams and use automation and AI to reduce repetitive work and elevate the employee experience. You take ownership from first contact to resolution following up closing the loop and documenting what you learn. You write clear SOPs and knowledge articles that enable self-service and consistent outcomes. If this sounds like you you will thrive here.

Educational Background

• Diploma/degree in Computer Science Information Technology or equivalent experience.
• Nice to have: ITIL 4 Foundation Microsoft 365/Entra certifications (e.g. MD-102 AZ-900) or CompTIA A/Net.

Knowledge and Experience

• 3 years of experience in IT support/service desk roles ideally in a hybrid environment serving global users.
• End-user support: troubleshooting applications accounts and connectivity.
• ITSM platforms (e.g. Freshdesk Jira Service Management) including workflow design incident/problem/change management and asset management.
• Process creation and continuous improvement: mapping workflows and writing SOPs.
• Automation and scripting. Working knowledge of PowerShell or similar scripting language (e.g. Python Bash).
• Documentation and knowledge sharing: capturing troubleshooting steps and sharing them with the team.
• Strong interpersonal and communication skills to support a diverse global workforce across time zones.

Additional Information :

What Were Offering

• Salary Range: $65000 CAD - $75000 CAD annual

We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles while also valuing inclusive workplace experiences. By fostering a sense of community we drive innovation strengthen connections and nurture belonging. Our commitment ensures you can work in a way that suits you best while also engaging with colleagues to share ideas and build meaningful relationships.

Remote Work :

No

Employment Type :

Contract