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Support Desk Analyst (Vancouver)

Support Desk Analyst (Vancouver)

FOUNTAIN TIREBC, Canada
30+ days ago
Job type
  • Temporary
Job description

Overview

Fountain Tire’s Information Technology team is seeking a dedicated Support Desk Analyst to provide multi-channel support, share knowledge and best practices, and restore service operations. This is a term position ending on December 31, 2025 . This is a remote role, open to candidates located in Vancouver only.

What do we offer?

  • Competitive salary based on experience : $55,000 - $65,000 per year
  • Policies and programs supporting a balanced lifestyle
  • Discounts on tires, parts, and services at Fountain Tire locations for you and your family

Why Fountain Tire?

  • Platinum Member of Canada’s Best Managed Companies
  • One of the 10 largest independent tire dealers in North America, with numerous awards for customer service and business excellence
  • Over 160 stores from BC through Ontario, with ongoing expansion into new markets

    • Functional Responsibilities :

  • Provide support via phone, email, and chat
  • Log incidents and maintain detailed notes for each support contact
  • Use support systems, remote tools, and technical knowledge to troubleshoot and resolve issues
  • Support desktop and custom applications, including hardware / software troubleshooting and configuration
  • Ask logical questions to clarify issues and identify root causes
  • Diagnose and resolve basic network and internet problems
  • Monitor network outages and coordinate with ISPs
  • Create and update knowledge articles to improve support efficiency
  • Participate in ongoing training to stay current with technology trends
  • Collaborate with Tier 3 support to resolve complex issues
  • Handle move, add, and change requests for users
  • Share best practices with team members
  • Provide basic support for printers and office equipment
  • Work occasionally outside regular hours, including weekends and on-call shifts, carrying a cell phone for communication
  • Assist with desktop support and computer operations as needed
  • Implement and follow ITIL-aligned service management strategies
  • Adhere to defined IS methods such as Change Management and Problem Analysis
  • Stay informed on industry news and best practices
  • Performance will be evaluated based on the Support Desk performance matrix
  • Travel may be required for projects

    • Qualifications and Skills :

  • Technical certifications or a diploma in Computer Science, with 3-5 years of support analyst experience; a combination of education and experience may be considered
  • Strong troubleshooting and problem-solving skills
  • Excellent verbal and written communication skills
  • Customer-focused with attention to detail
  • Knowledge of hardware, software, and networking systems
  • Team-oriented mindset
  • Ability to multitask and manage time effectively
  • Organizational skills
  • Preferred : experience with Microsoft Office, Windows OS, and Microsoft Dynamics AX

    • Interested and qualified candidates are encouraged to apply online.

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    Desk Support Analyst • BC, Canada