Canadian IT Analyst (Burnaby)

Overview

We are looking for an IT Analyst to join our team in Burnaby! As an IT Analyst, you are responsible for coordinating IT service delivery, managing projects, and overseeing the acquisition and deployment of technology assets for offices across British Columbia. The IT Analyst role is focused on ensuring that computer systems operate effectively so users can perform their organizational responsibilities efficiently. This includes receiving, prioritizing, documenting, and actively resolving escalated support requests. Troubleshooting may involve the use of diagnostic tools and help desk ticketing systems, as well as providing hands-on support at office locations. This role requires you to be in the office five days per week. How you'll make an impact Contribute to IT projects by implementing a wide range of technology solutions, including networking equipment, end-user devices, personal computers, cabling, and related software. Provide Level 1 and Level 2 support for tickets submitted through the Service Desk. Deliver advanced hands-on technical support for requests assigned by the Service Desk. Communicate and escalate incidents and requests as required to ensure timely resolution. Log, monitor, and review incidents and requests to ensure proper documentation and resolution. Investigate hardware issues and perform minor repairs to system hardware and communication connections. Act as the site lead for technical projects, coordinating infrastructure requirements for new office builds or office relocations. Participate in meetings, committees, and ongoing training initiatives to enhance individual, departmental, and organizational performance. Assist and train users on the effective use of technology to improve efficiency and productivity. Mentor and collaborate with other technical analysts and members of Gallagher Technical Services (GTS). Contribute to IT project planning and budgeting as needed. Work effectively with regional staff and GTS personnel to ensure divisional priorities and standards are met. Adhere to GTS standards, policies, and procedures to maintain consistency and quality. Perform other duties as assigned to support team and organizational objectives. About you A Bachelor's degree in Computer Science or a related field, a college diploma/certificate in IT, or 3 years of experience in a similar role. A professional demeanor and excellent communication skills, with the ability to clearly explain technical concepts to non-technical users. Strong understanding of technologies and solutions, with the ability to proactively manage resources and priorities. Excellent analytical and multitasking abilities, with a customer-focused approach and strong problem-solving skills. Proficiency in Microsoft Office applications and the ability to provide on-site technology support for projects. A valid provincial driver’s license and willingness to travel to assigned locations (approximately 20% travel).