IT Service Analyst

Benefits :

Training & development

Not just a job

a community

a partnership

a team

You’ll experience them all with the TLD team.

As a rapidly growing Corporate subdivision of London Drugs, TLD has been a leader in Corporate IT and AV solutions in Western Canada for over 40 years.

Providing an exceptional IT portfolio and dynamic AV solutions, we deliver a uniquely integrated technology offering to our business clients.

We strive to always provide expertise in IT and AV fields in one source, with the best technology solutions for our customers.

We have a distinctive, integrated group of professionals; from account managers, inside sales support, project managers, designers, technicians, engineers, help desk service coordinators, logistics and more - we succeed as a team.

We are seeking innovative, customer-focused people to join our team! We currently have opportunities for :

TLD Service Analyst

This position is responsible for handling first-level support service requests for all technology, including workstations, servers, printers, networks, and vendor-specific hardware and software.

Provide hardware warranty support for laptops such as Lenovo, HP as well as printer maintenance and support. Basic support and troubleshooting, such as password resets, break / fix instructions, license assignments, documentation preparations, printer configurations, simple software installations, and windows imaging, escalation to software vendors and / or Tier 2-3 support.

This position plays a supporting role to the Tier 2-3 support and requires a high level of communication, ongoing skill development, and attention to detail.

TLD is a corporate subdivision of London Drugs Limited and provides business-to-business solutions across Canada. As with all positions, this person embodies the core essence of the London Drugs Brand Framework by always going above and beyond the expected.

Additional responsibilities include :

• Resolve first-level service requests and alerts involving technology at client sites including workstations, servers, Microsoft Office, printers, routers, firewalls, VPN, Remote Desktop Services, phones, backup solutions, and vendor-specific hardware and software.
• Provide hardware maintenance support on laptops, desktops, and printers, including ordering of replacement parts and replacing them using the warranty process.
• Research and escalate issues to proper resources with the TLD Technical support team.
• Document all support issues, resolutions, and time in the company-approved ticketing systems.
• Communicate with clients in a professional and timely manner as required; keeping them informed of incident progress, notifying them of impending changes as per the TLD process.
• Produce and provide simple documentation for Statements of Work (SOW).
• Communicate clearly within all company staff and clients on the progress of a project as required.
• Participate in vendor training as required.

Education and Experience :

• Completion of a CompTia A+ certification is a requirement. Other CompTia certification is an asset.
• Completion of Computer Science Degree or Information Technology Certificates such as CompTia or MCSA. This could include certification in relevant products used by TLD such as Windows OS, Backup software, etc.
• Mac OS knowledge preferred.
• 1+ years of personal computer experience, including hardware support, such as motherboard, keyboard, memory, etc., replacements.

Printer maintenance such as replacing parts on printers and resolving issues. A strong understanding of operating systems, business applications, printing systems, and network systems.

• Understanding of ITIL processes and procedures.
• Understands areas of computing infrastructure and application deployment, including :
• Networking and Telecom (Troubleshooting network connection, IP address, DHCP, DNS, Ping, Tracert, etc.)
• Operating Systems (OS installation and deployment, experience with system’s image deployment and upgrade)
• Active Directory (creating user accounts, password policy, password reset)
• Integration Technologies (System monitoring, checking error log files and analyzing system reports)
• Storage and Server Technologies (Familiar with Backup and restore systems, troubleshooting backup job alerts and errors, experience with backup software such as Datto, Veeam, and Barracuda.)
• Security Concepts (Data security : Familiar with NTFS permissions, data access, and user’s level of access in network)

Employees will be scheduled 40 hours per week and will typically work Monday to Friday.

We offer advancement opportunities through our promote-from-within policies, salaries commensurate with experience. We offer a comprehensive benefits program including :

• Comprehensive medical, dental, prescription drug, and vision coverage for you and your family (Ensuring you and your family are taken care of)
• Employee Discount Program (Sharing our success)
• Ongoing In-House Training & Education Courses (Lifelong learning)
• Employee Family Assistance Program (Free confidential counselling)
• Employee Recognition Program (Tangible rewards for great work!)

If you possess the necessary skills and expertise and would like to join an exciting team of professionals,

Apply Now!

TLD is an equal opportunity employer dedicated to building an inclusive and diverse workforce. We are committed to building a company that represents a variety of backgrounds, perspectives, and skills.

The more inclusive we are, the better our work will be.

We will provide accommodations during the recruitment process upon request.

The above statements are intended to describe the general nature and level of work applicable to this position and are not intended to be an exhaustive list of all responsibilities, duties, and skills required.

Be advised, TLD does not use third-party recruitment services.

TLD may collect, use, and / or disclose your personal information (including the information in this application) where it is reasonable for establishing, managing, or terminating an employment relationship.

This includes the use or disclosure of your personal information to persons inside or external to our organization, for the purpose of checking references or gathering other information to support an assessment of your candidacy.

To protect yourself, do not respond to unsolicited job offers from individuals or e-mail addresses, and never disclose any sensitive details about your identity (including personal or financial) to anyone you do not know or trust or on any unverified website, or website you do not trust.

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