IT Support Analyst - Copperleaf [12-mth Contract, Temporary, Full-Time]

Responsibilities

• User Support
• Provide world-class service through support of laptops, desktops, and mobile devices, including Windows 11, macOS, iOS, and Android.
• Support global users across time zones with troubleshooting of connectivity, applications, and systems.
• Manage lifecycle of devices: setup, deployment, refresh, and recycling.
• Diagnose and resolve unique issues with applications and operating systems.
• Maintain inventory of devices and ensure accurate tracking.
• Communicate clearly and effectively to help users resolve issues remotely.
• IT Administration
• Provision laptops, accounts, applications, and licenses for new and existing users.
• Assist with onboarding and offboarding, ensuring smooth employee transitions.
• Manage accounts and identities in Microsoft 365, Entra ID (Azure AD), Intune, and related platforms.
• Support event and issue monitoring, management, and response.
• Document support procedures and contribute to improving knowledge sharing.
• Automation & AI Enablement
• Identify repetitive IT tasks and collaborate with the team to create automation scripts or workflows.
• Explore and help implement AI-assisted tools that improve ticket handling, self-service, and IT process efficiency.
• Assist with the rollout of LLM-based solutions within the IT department and more broadly across the organization, supporting adoption and best practices.
• Participate in process mapping to help streamline IT operations.
• IT Projects
• Collaborate on infrastructure, networking, security, and cloud integration projects.
• Contribute to upgrades, integrations, and the rollout of new tools (e.g., collaboration systems, meeting room solutions, security tools).
• Provide input into continuous improvement initiatives that enhance IT service delivery.
• About You
• Desired Skills & Background
• The following capabilities will support success in this role::
• Educational Background
• A degree or diploma in Computer Science, Information Technology, or a related field, or an equivalent combination of education and relevant work experience is preferred Foundational Knowledge or Exposure To:
• Supporting operating systems (Windows 11, macOS, Linux) and basic networking concepts.
• Providing end-user support: troubleshooting applications, accounts, and connectivity.
• Application management, including provisioning, licensing, and account lifecycle tasks.
• Scripting or programming (e.g., PowerShell, Python, Bash) for automating repetitive tasks.
• AI-assisted tools or workflow automation that can reduce manual IT workload.
• Monitoring, logging, or event management practices used in IT operations.
• Security awareness and the importance of following established IT processes.
• Documenting troubleshooting steps and sharing knowledge with the team.
• Strong communication and interpersonal skills to support a global, hybrid workforce.
• What We're Offering
• Salary Range: $70,000 CAD - $80,000 CAD
• Temporary, Full-time
• 12-mth contract
• Use of Artificial Intelligence in Recruitment
• As part of our recruitment process, we may use automated tools, including artificial intelligence, to help screen and assess applications based on job‑related criteria such as skills, experience, and qualifications.
• These tools do not make hiring decisions. All employment decisions are reviewed and made by members of our hiring team.
• This position is for an existing vacancy.

Benefits

Additional Information

We are looking for an individual who can work with users on helpdesk queries while learning to take ownership of more complex processes. You enjoy building and deploying devices, supporting applications, and have a passion for continuous learning. Beyond daily support, you will contribute to projects that evolve our IT services and processes including opportunities to apply automation and AI to reduce operational load and improve the user experience. This role is based in our Vancouver office and supports our global teams. Being busy, interacting with people, solving technical challenges, and a keen desire to "fix things" best describes you in your element. Together as a team, we take on these challenges - every day there's something new!

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