IT Service Analyst - Desktop Support

Not just a job…a communitya partnershipa team 
          You’ll experience them all at London Drugs.  As one of Canada’s fastest-growing and most successful retail chains, we know what it takes to build a satisfying career. We are seeking innovative, customer focused people to join our team!

Our IT department at our head office in Richmond BC currently has opportunities for a:

Service Analyst - Desktop Support

This position is responsible for providing technical assistance to end users, troubleshooting hardware and software issues, managing endpoint devices, and ensuring that all desktop, laptop, and mobile systems are functioning efficiently. The ideal candidate will possess strong problem-solving skills, excellent communication abilities, a solid understanding of endpoint management, and the ability to interface with senior management and executives regarding IT matters. Experience with ticket management systems will be considered an asset. In addition, expertise in supporting and troubleshooting Windows 11 and Office 365 environments.
Responsibilities include:

• Provide technical support to end users via phone, email, remote desktop and/or in-person 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, Wi-Fi, 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 follow-up 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.

The successful candidate will possess:

• 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.

Education and Knowledge:

• Associate’s degree in information technology, Computer Science, or a related field (considered an asset).
• 1-3 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., CompT