Deskside Support Analyst

One of CDW’s clients is seeking a Deskside Support Analyst to provide frontline IT support in a fast-paced corporate environment. This is an excellent opportunity for an experienced IT professional looking to contribute to a dynamic team, with the possibility of a contract extension or conversion to a permanent full-time position.

Key Details
Contract Length: 6 months
Potential: Contract extension or permanent hire
Onsite Requirement: Fully onsite; 5 days per week in Vancouver office
Supported User Base: Approximately 300 end users
Average Ticket Volume: ~15 tickets per day
Ticketing Systems: ServiceNow and Jira experience considered an asset

The Deskside Support Analyst provides hands-on technical support to office users, ensuring the reliable operation of hardware, software, and network connectivity. The successful candidate will troubleshoot and resolve technical issues, support users both in person and remotely, and document incidents through the organization’s ticketing system.

The ideal candidate is dependable, customer-focused, technically proficient, and comfortable working independently in a professional corporate environment.

Responsibilities
Provide desktop and end-user support for hardware, software, and connectivity issues.
Troubleshoot and resolve PC, Mac, mobile device, printing, and networking problems.
Install, configure, and maintain software, updates, and patches.
Support Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, Word, and Excel.
Perform basic user account administration within Active Directory / Entra ID.
Document, track, and resolve incidents using the organization’s ticketing system.
Deliver exceptional customer service while managing multiple priorities and support requests.

Required Experience & Skills
Experience supporting users and endpoints in a corporate IT environment.
Strong troubleshooting skills for Windows-based systems and hardware.
Experience supporting Microsoft 365 applications and cloud-based collaboration tools.
Knowledge of Windows 11, Active Directory / Entra ID, DNS, DHCP, VPN, and Wi-Fi troubleshooting
Experience with software deployment, updates, and patch management.
Basic support experience with iOS and Android devices.
Strong analytical, problem-solving, and communication skills.
Ability to prioritize workload and work effectively under pressure.

Nice-to-Have Qualifications
Experience supporting macOS environments.
Hands-on experience with ServiceNow, Jira, or similar ticketing systems.

If you are interested in this opportunity, please submit your resume to rose.manzon@cdw.ca.