Desktop Support Analyst - Vancouver or Vancouver Island

Western Forest Products - Campbell River, BC (4 months ago)

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Western Forest Products has an exciting opportunity for a Desktop Support Analyst based in any of our corporate offices in either Nanaimo, Campbell River or Vancouver.

The Desktop Support Analyst is responsible for timely and effective resolutions to end-user productivity issues as they relate to IT-serviced computer operations. This will be accomplished by performing question/problem diagnoses, guiding users through to issue resolution, communicating technical solutions in user-friendly language, and conducting end-user training where necessary.


Resolve end-user IT issues by troubleshooting software, hardware, and network issues.
Provide one-on-one end-user support and problem resolution via telephone, e-mail, and other vehicles of communication.
Perform in-person, on-site repairs of PC desktop hardware, printers, and other peripherals.
Diagnose and resolve minor network issues.
Recognize and escalate complex issues to Tier 2 support technicians.
Where necessary, assist network technicians in installing network interface cards, hubs, switches, network cabling, etc.
Accurately log work orders/helpdesk tickets and resolutions into helpdesk software management system.
Prioritize work orders/helpdesk tickets according to severity.
Use helpdesk log entries to pinpoint trends and trouble spots in order to conduct proactive maintenance or repairs.


Education and Experience

College diploma or university degree in computer science
2 years equivalent work experience. CompTIA A+/Network+ or MCP (Microsoft Certified Professional) certification is preferred.

Skills, Knowledge and Required Competencies

Always maintaining a high degree of professionalism, courtesy, and friendliness.
Strong understanding of the Microsoft network environment.
Good written and oral communication skills and proven analytical problem-solving abilities are an asset.
Working technical experience and proficiency with microcomputer hardware and its application is required.
The ability to work in a team-oriented, collaborative environment with a strong customer-service orientation is mandatory for this role.


We value our employees and offer a comprehensive total rewards package, which includes competitive compensation with a pay-for-performance philosophy, employer-paid benefits, pension and other programs designed to support our employees and meet their needs. If you invest your time and talents in our company, we will invest in you.


We strive to support our people in reaching their full potential. We provide a variety of on-the-job training and continuing education in many areas at Western to ensure you have the skills you need to succeed. Our promote-from-within culture recognizes high performance, and we offer diverse career paths across the organization for those with the talent and will to advance.


Western Forest Products is a Canadian forest products company that sustainably manages forests and manufactures high-quality wood products. We are committed to providing the most sustainable building products on the planet. With operations in the coastal region of British Columbia and Washington State, Western Forest Products meets the needs of customers worldwide with a specialty wood products focus and diverse product offering sourced from our secure access to a variety of coastal BC tree species. Our progressive approach to safe and sustainable forestry practices and large investment in manufacturing ensures the health and prosperity of our forests, communities and business for generations to come.

We provide equal opportunity in recruitment, career development, promotion, training and rewards for all employees.