IT Helpdesk Analyst

We are a leading provider of dental technology solutions, and we are committed to developing innovative products and services that help dental professionals deliver the best possible care to their patients.

If you are passionate about dental technology and want to be part of a team that is making a difference, then Henry Schein One is the place for you. We offer a variety of career opportunities, from software development to customer support. We are always looking for talented and motivated individuals to join our team.

Together, we can change the future of dental care.

Here are some of the ways we are changing the future of dental technology :

• We are developing cloud-based practice management software that makes it easier for dental professionals to manage their practices.
• We are developing artificial intelligence-powered tools that help dentists diagnose and treat dental conditions more accurately.
• We are developing teledentistry solutions that make it possible for dentists to provide care to patients in remote areas.
• We are developing virtual reality and augmented reality tools that help dentists train and educate their patients.

We are just getting started. We are committed to changing the future of dental care, and we need your help. Join us and be part of the team that is making a difference.

Henry Schein One (HSOne) is the global leader in dental management, analytics, communication and marketing software. We deliver innovative dental software and services, combined with expert business coaching, to help connect dental technology so it works as one. When technology connects, more data is shared, more tasks are automated, and more work gets done. Most importantly, dental professionals have more time to focus on providing a quality experience for their patients. In fact, one connected practice management system simplifies each step of the patient experience - from first contact and scheduling to clinical treatment and billing, to ensuring loyalty and recurring care.

Summary :

We’re looking for an IT Helpdesk Analyst who loves solving problems and keeping teams running smoothly. You’ll be the go-to person for day-to-day tech support, managing the helpdesk queue, troubleshooting hardware and software issues, and supporting onboarding and office IT needs. With a mix of on-site presence and hands-on problem-solving, you’ll play a key role in keeping our IT systems efficient

This is a fully on-site role, five days a week, at our Surrey office near Guildford Mall

Key Responsibilities

Own and manage the IT helpdesk queue, resolving support requests efficiently from intake to resolution

Provide technical support across Windows environments (primary focus), macOS systems, and basic Linux troubleshooting

Troubleshoot common end-user issues including email, laptops, monitors, peripherals, and workstation setups

Act as the on-site IT presence, assisting employees with walk-up and time-sensitive requests

Support employee onboarding and offboarding, including hardware provisioning and access setup

Use ticketing systems to track issues, prioritize work, and meet service expectations

Create and maintain clear IT documentation and process guides to reduce repeat issues

Partner closely with the IT Engineer on escalations, cross-training, and coverage during absences

Identify recurring issues and proactively recommend improvements to tools, workflows, or documentation

Qualifications

3+ years of experience in an IT Helpdesk, Desktop Support, or similar technical support role

Diploma or degree in Information Technology, Computer Science, or a related field, or equivalent practical experience

Strong hands-on experience supporting Windows environments

Working knowledge of macOS and basic Linux concepts, or a demonstrated willingness to learn

Experience working with ticketing systems and managing multiple requests concurrently

Strong analytical and problem-solving skills with the ability to work independently

Excellent communication skills and a service-oriented mindset

Self-motivated, organized, and comfortable operating in a fast-paced, people-facing environment

Ability to work on-site with flexibility as business needs evolve

Our Recruiting Process

We strive to make our process as simple as possible while still providing opportunities for us to learn about each other.

Intro / screening call with our Recruitment Team

Short online behavioral and cognitive assessment via the Predictive Index

Virtual Interview with Hiring Manager

Onsite panel technical interview

At Henry Schein One, hiring is always human first : every application is personally reviewed, every interview is human-to-human, and we only use AI tools to support listening and accuracy, never to replace real connection.

Compensation and Benefits

The posted range for this position is between CAD 71,750 and CAD 83,750 which is the expected starting base salary range for an employee who is new to the role to fully proficient and experienced in the role. Many factors go into determining employee pay within the posted range including prior experience, training, current skills, certifications & education etc.

Our benefits also include :

3% RRSP matching

Comprehensive health benefits plan, including 100% drug coverage

3-week paid vacation, growing up to 5 weeks with tenure

Unlimited paid flex days

Paid Birthday off