IT Support Analyst

IT Support Analyst
Department: Technology / Service Delivery
Location: Burnaby, British Columbia, Canada (Local & Remote)
Employment Type: Full-time, Permanent (40 hours/week)
Reporting To: IT Service Delivery Manager
Team Purpose
The Technology team provides essential IT services and systems that enable retail and support office teams to perform effectively and deliver an exceptional customer experience.
Role Purpose
Reporting to the IT Service Delivery Manager, the IT Support Analyst serves as the primary point of contact for all IT incidents and service requests across retail stores and corporate offices, providing high-quality technical customer service both remotely and in-person. As our client continues to expand across Canada, this role offers direct exposure to ongoing technology initiatives spanning retail operations, core business software, supply chain, and corporate environments.
Key Responsibilities
Provide daily technical support to internal teams and business partners via email, phone, and ticketing channels.
Deliver local desktop and end-user support at corporate office facilities and remotely across Canada.
Install, configure, maintain, and troubleshoot hardware, operating systems, and software applications.
Deploy and manage laptops, mobile devices, and tablets for business use, ensuring adherence to corporate standards and security protocols.
Configure, maintain, and troubleshoot meeting room technology, including video conferencing (VC) systems and collaboration solutions.
Diagnose and resolve network, connectivity, and infrastructure issues, escalating effectively when required.
Utilize ServiceNow to log, update, track, and resolve support tickets within established SLAs.
Collaborate with internal cross-functional teams and third-party vendors to resolve technical incidents.
Develop, maintain, and update user documentation, knowledge base (KB) articles, and standard operating procedures to promote self-service and team efficiency.
Participate in an on-call weekend rotation to support critical business operations.
Contribute to continuous service improvement initiatives as the organization expands.
Essential Qualifications & Skills
Demonstrated commitment to delivering outstanding customer service.
Strong written and verbal communication skills across technical and non-technical stakeholders.
High adaptability and learning agility to absorb new technologies quickly.
Proven experience delivering both remote and in-person desktop support.
Technical proficiency in:
Microsoft Windows 11 and Apple macOS environments.
Microsoft 365 services (SharePoint Online, OneDrive, Outlook, Teams, and collaboration tools).
Microsoft Entra ID (Azure Active Directory), including access management, user administration, and security practices.
Microsoft 365 Admin Center management (licensing, account management, service health).
Computer hardware support (laptops, desktops, monitors, peripherals).
Mobile Device Management (MDM) tools (e.g., Jamf, Apple Business Manager).
Advanced networking diagnostics (TCP/IP, DNS, VPNs, Firewalls).
Network printer configuration, print server administration, and queue management.
Supporting and administering enterprise business applications.
Desirable Qualifications & Skills
Telephony and user administration via RingCentral (or equivalent VoIP platforms).
Configuring devices and profiles within Jamf.
Experience supporting retail-specific hardware, software, and operational workflows.
Troubleshooting and configuring Cisco Meraki network hardware.
Exposure to specialized clinical software, industry-specific equipment, or Practice Management Systems (PMS).

Advantages
Team Purpose
The Technology team provides essential IT services and systems that enable retail and support office teams to perform effectively and deliver an exceptional customer experience.
Role Purpose
Reporting to the IT Service Delivery Manager, the IT Support Analyst serves as the primary point of contact for all IT incidents and service requests across retail stores and corporate offices, providing high-quality technical customer service both remotely and in-person. As our client continues to expand across Canada, this role offers direct exposure to ongoing technology initiatives spanning retail operations, core business software, supply chain, and corporate environments.

Responsibilities
Key Responsibilities
Provide daily technical support to internal teams and business partners via email, phone, and ticketing channels.
Deliver local desktop and end-user support at corporate office facilities and remotely across Canada.
Install, configure, maintain, and troubleshoot hardware, operating systems, and software applications.
Deploy and manage laptops, mobile devices, and tablets for business use, ensuring adherence to corporate standards and security protocols.
Configure, maintain, and troubleshoot meeting room technology, including video conferencing (VC) systems and collaboration solutions.
Diagnose and resolve network, connectivity, and infrastructure issues, escalating effectively when required.
Utilize ServiceNow to log, update, track, and resolve support tickets within established SLAs.
Collaborate with internal cross-functional teams and third-party vendors to resolve technical incidents.
Develop, maintain, and update user documentation, knowledge base (KB) articles, and standard operating procedures to promote self-service and team efficiency.
Participate in an on-call weekend rotation to support critical business operations.
Contribute to continuous service improvement initiatives as the organization expands.

Qualifications
Essential Qualifications & Skills
Demonstrated commitment to delivering outstanding customer service.
Strong written and verbal communication skills across technical and non-technical stakeholders.
High adaptability and learning agility to absorb new technologies quickly.
Proven experience delivering both remote and in-person desktop support.
Technical proficiency in:
Microsoft Windows 11 and Apple macOS environments.
Microsoft 365 services (SharePoint Online, OneDrive, Outlook, Teams, and collaboration tools).
Microsoft Entra ID (Azure Active Directory), including access management, user administration, and security practices.
Microsoft 365 Admin Center management (licensing, account management, service health).
Computer hardware support (laptops, desktops, monitors, peripherals).
Mobile Device Management (MDM) tools (e.g., Jamf, Apple Business Manager).
Advanced networking diagnostics (TCP/IP, DNS, VPNs, Firewalls).
Network printer configuration, print server administration, and queue management.
Supporting and administering enterprise business applications.

Summary
Desirable Qualifications & Skills
Telephony and user administration via RingCentral (or equivalent VoIP platforms).
Configuring devices and profiles within Jamf.
Experience supporting retail-specific hardware, software, and operational workflows.
Troubleshooting and configuring Cisco Meraki network hardware.
Exposure to specialized clinical software, industry-specific equipment, or Practice Management Systems (PMS).

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to [email protected] to ensure their ability to fully participate in the interview process.