NATURE OF WORK
We are seeking a proactive and customer-focused IT Analyst (First Line Support) to join our growing team. As the first point of contact for our clients, you will be responsible for providing front-line technical support across a wide range of technologies and environments. This role is ideal for someone who thrives in a fast-paced, service-oriented environment and is looking to build a solid foundation in IT support within a managed services context.
PRINCIPLE RESPONSIBILITIES
- Serve as the first point of contact for MSP clients seeking technical assistance via phone, email, or ticketing system.
- Accurately log, categorize, and prioritize incidents and service requests in the helpdesk system.
- Troubleshoot and resolve basic technical issues related to:
- Windows/Mac/Android/iOS operating systems
- Microsoft 365 suite and email support
- Desktop hardware, printers, and peripherals
- Mobile devices
- Network connectivity (Wi-Fi, LAN, VPN)
- Password resets and account access
- Provide excellent customer service and maintain professional communication throughout the support process.
- Escalate more complex issues to second or third-line support teams following defined escalation procedures.
- Follow documentation and standard operating procedures for routine tasks.
- Be available for occasional off-hours support
- Contribute to internal knowledge base by documenting fixes and known issues.
- Provide consultation both internally and to MSP clients
- Monitor and manage support queues to ensure SLAs are met.
- Assist with onboarding/offboarding tasks for client users (account creation, device setup, etc.)
- Other duties as required.
REQUIRED EDUCATION
- Secondary School Diploma.
- Post-secondary diploma or certificate in Information Technology, Computer Science, Networking, or a related field.
EXPERIENCE AND QUALIFICATIONS
- 1+ years in an IT support or helpdesk role (MSP experience a plus). Tier 2 IT Support is preferred.
- Strong understanding of Windows 10/11 and Microsoft 365 environments.
- Basic knowledge of networking concepts (IP, DNS, DHCP, etc.).
- Experience with remote support tools (e.g., TeamViewer, ConnectWise, RMM platforms).
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities with attention to detail.
- Ability to work independently and as part of a team.
- Relevant certifications (e.g., CompTIA A+, Network+, CCNA, JNCIA, Microsoft Fundamentals, ITIL) are an advantage.
Job Types: Full-time, Permanent
Pay: $65,000.00-$70,000.00 per year
Benefits:
- Company events
- Company pension
- Dental care
- Extended health care
- Life insurance
- RRSP match
- Vision care
- Wellness program
Ability to commute/relocate:
- Campbell River, BC V9W 7Z8: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Do you have at least 2 years of experience working in a Managed Service Provider (MSP) environment supporting multiple business clients?
Experience:
- IT Support or Helpdesk: 1 year (preferred)
Location:
- Campbell River, BC V9W 7Z8 (required)
Work Location: In person
