Union Gospel Mission is a faith-based organization dedicated to feeding hope and changing lives. The Support Desk Analyst will provide technical assistance and support for desktop and laptop computers, ensuring user access and troubleshooting within a hybrid IT environment.
Responsibilities
- Serve as a primary point of contact for users seeking technical assistance
- Provide onsite and remote support for Windows desktops, laptops, and peripherals
- Diagnose and resolve Windows OS hardware, performance, and software issues
- Install, configure, support, and troubleshoot Microsoft 365 applications and other business software
- Install, configure, support, and troubleshoot printers, computer hardware, and peripherals
- Support users in a hybrid identity environment including Active Directory and Microsoft Entra ID user administration
- Perform password resets, MFA enrollment, and basic access troubleshooting
- Use remote support tools and the ticketing system to log, track, and resolve incidents
- Escalate complex issues to senior IT staff or the Manager of Information Technology as required
- Document technical procedures, resolutions, and user guides
- Maintain IT records and assist with asset tracking and inventory
- Arrange and prepare equipment for deployment, shipping, or replacement
- Familiarize end users with basic software, hardware, and peripheral operation
- Perform occasional physical tasks such as equipment setup or swaps (generally up to approximately 25 lbs; heavier items handled with assistance when required)
- Proactively pursue opportunities to educate and deliver solutions to internal stakeholders
- Adopt a customer-service mindset focused on making users’ work easier
- Work with staff to find timely solutions to urgent computer and software issues
- Communicate technical information clearly using non-technical language
- Adhere to all UGM published policies, practices and procedures, including Occupational Health and Safety
- Perform other duties as assigned
Skills
- Minimum 1–2 years of hands-on experience in a help desk or desktop support role
- Strong working knowledge of Windows desktop environments and PC hardware
- Experience supporting Microsoft 365 applications and services
- Hands-on experience with Active Directory user administration
- Basic familiarity with Microsoft Entra ID (Azure AD), MFA, and hybrid identity concepts
- Ability to troubleshoot software and hardware issues methodically
- Strong verbal and written communication skills
- Ability to work independently with minimal supervision
- Strong planning, organization, and time-management skills
Benefits
- Competitive salaries
- Generous vacation and sick leave
- An RRSP matching program
- The potential for educational assistance
- Flexible work arrangements
- Extensive benefits plan is fully employer-paid
- Includes extended dental and medical
- $4,500 per year in pooled paramedical expenses
Company Overview
Union Gospel Mission has been feeding hope, and changing the lives of men, women, and families for over 80 years. It was founded in 1940, and is headquartered in Vancouver, BC, CA, with a workforce of 201-500 employees. Its website is http://www.ugm.ca.