Analyst, End User Support

Job Summary

The End-User IT Support Analyst ensures the continuous availability and reliability of end-user desktop support services in a 24/7 environment. The Analyst provides operational expertise in preventive maintenance activities and is responsible for vulnerability management related to standard end-user workstation configurations and end-user computing environments.

Key Accountabilities

• Provide comprehensive technical support for the end-user computing environment, ensuring continuous system availability through the prompt and effective resolution of incidents and service requests;
• Investigate, troubleshoot, and resolve assigned incidents while conducting root cause analysis to identify underlying equipment or system issues and prevent recurrence;
• Deliver white-glove support to VIP stakeholders by prioritizing requests and incidents, maintaining proactive communication, and providing a high level of personalized customer service;
• Fulfill end-user requests related to the installation, configuration, testing, maintenance, and support of hardware and software components in accordance with established standards, procedures, and best practices;
• Provide timely, high-quality support during system upgrades, workstation deployments, software installations, and the implementation of office technology solutions;
• Maintain and support workstation and mobile device environments, including imaging, deployment, configuration, and adherence to corporate standards and security requirements;
• Escalate complex or specialized technical issues to the appropriate support teams, ensuring thorough documentation and timely resolution;
• Support the successful execution of technology projects and initiatives, including hardware refreshes, software rollouts, operating system upgrades, evergreening activities, and other end-user computing programs;
• Maintain hardware and software inventories through standard asset management systems and procedures;
• Ensure workstation security and compliance by managing passwords, safeguarding data integrity, and enforcing file system security controls in alignment with infrastructure and cybersecurity policies;
• Perform preventive maintenance activities on desktops, laptops, printers, peripherals, and related equipment to maximize performance, reliability, and user productivity;
• Collaborate effectively with internal teams, vendors, and stakeholders to deliver a seamless technology support experience and contribute to continuous service improvement initiatives; and
• Undertake additional duties, assignments, and special projects as required in support of business and operational objectives.

Job Requirements

• Diploma or degree in Information Technology, Computer Science, or a related field;
• Minimum of three (3) years of experience in end-user support, desktop support, or a similar technical role;
• Solid experience providing phone, remote, and desktop support, including incident diagnosis and resolution;
• Strong customer service orientation with excellent interpersonal skills, including active listening, professionalism, and sound judgment;
• Proven ability to respond effectively to high-priority incidents, unplanned outages, and business-critical user impacts;
• Proficiency with Microsoft technologies, including Microsoft 365, Active Directory, Intune, SCCM, and remote support tools;
• Working knowledge of enterprise hardware and peripherals, including multifunction printers, Zebra printers, RFID printers, and handheld RFID devices;
• Strong understanding of PC hardware, operating systems, endpoint security, networking concepts, and related technologies;
• Familiarity with IT service management (ITSM) processes, service desk tools, and ticketing systems, including ServiceNow;
• Strong organizational skills with the ability to remain effective under pressure and manage competing priorities;
• Excellent verbal and written communication skills in both French and English;
• Travel may be required to various company locations, including corporate offices, distribution centres, and warehouse facilities;
• Ability to lift, carry, and move computers, monitors, printers, and other IT equipment as needed; and
• Flexibility to work outside standard business hours when required to support operational needs, projects, or critical incidents, including participation in on-call support activities.