Support Desk Analyst (Permanent, Full-Time), Vancouver.

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