Support Desk Analyst (Vancouver)

Overview:

Fountain Tire’s Information Technology team is looking for a dedicated Support Desk Analyst to provide multi-channel support, share knowledge and best practices as well as restore service operations.

This is a term position with an expected end date of December 31, 2025. This is a remote job looking for candidates located in Vancouver only.

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

• We are a Platinum Member of Canada’s Best Managed Companies
• We are one of the 10 largest independent tire dealers in North America, and recipient of many Customer Service and Best Business Awards
• We continually strive to expand our operations in existing markets, as well as new markets and currently, we have over 160 stores from BC through Ontario

Functional Responsibilities:

• Provide direct support through phone calls, email, and chats.
• Log Incidents for every support contact and capture accurate and thorough notes on each case.
• During the course of troubleshooting, utilize support systems, remote control tools and technical or functional knowledge to resolve customer issues.
• Troubleshoot and provide technical support on numerous desktop and custom applications; including hardware/software troubleshooting and configuration.
• Follow logical question practices with users to clarify issues and help determine root cause.
• Diagnose and resolve basic network/internet related problems.
• Monitor network outages and work with ISPs to create trouble tickets.
• Create, modify and use knowledge articles to speed customer resolutions and provide consistent and reliable support services.
• Complete ongoing training to stay current on new technologies and grow a career path.
• Work with Tier 3s to capture and document issue details that will help speed problem resolution.
• Handle move/add/change requests for users.
• Share knowledge and best practices with peers to help ensure the Support Desk team provides consistent and reliable support services.
• Provide basic support for printers and other office equipment.
• To avoid service interruptions, some work may include: off shift, weekend work and on-call services after normal business hours. Will carry cell phone to facilitate intra-department communications both during and after normal business hours.
• Other duties as required to provide assistance to Desktop Support and Computer Operations.
• Implement and maintain service management strategies that align with the ITIL framework.
• Follow all defined IS Methods (i.e. Change Management, KT Problem Analysis).
• Keep current with relevant industry news, trends and best practices.
• Performance standards will be measured against the Support Desk performance matrix.
• Travel may be required to complete projects.

The necessary experience, knowledge, skills and abilities required in the role:

• Technical certifications or a Diploma in Computer Science and 3 to 5 years experience in a Support Analyst role; a combination of education and experience may be considered
• Extensive proven technical abilities, including logical troubleshooting and problem solving skills
• Excellent communication skills (written and verbal)
• A high degree of customer focus and good attention to detail
• Knowledge of current hardware, software and networking systems, sufficient for resolving issues
• A strong belief and understanding of being a team player in an enterprise environment.
• Ability to multi-task and maintain attention to detail
• Time management and organizational skills
• Preferred experience: Microsoft Office products, Windows OS, Microsoft Dynamics AX

Interested and qualified candidates are encouraged to apply on-line.