Technology | Service Desk Analyst - FT

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Tecnet - Delivering Best-in-Class IT Solutions Since 1974

About Us

Tecnet is Canada’s longest‑standing IT services provider, offering a wide range of solutions across hardware, software, networking, and both physical and cyber security. With major hubs in Victoria and Vancouver, and over 35 Authorized Service Centres (ASC) across British Columbia, we are committed to supporting organizations in both urban and rural communities with reliable, high‑quality IT services.

Learn more about us at www.tecnet.ca.

Role Overview

The Service Desk Analyst-Tier 2 is responsible for delivering prompt, professional, and effective IT support to clients via phone, email, and ticketing systems. This role serves as a key first point of contact for technical issues and service requests, with a strong focus on customer experience, clear communication, and accurate documentation.

The Service Desk Analyst diagnoses and resolves hardware, software, and network issues, performs root‑cause analysis, escalates complex problems when required, and ensures all activities are documented in accordance with Tecnet’s service management standards. This role is ideal for a technically capable, customer‑focused individual who thrives in a fast‑paced support environment and demonstrates a strong commitment to service excellence and continuous learning.

Why Work with Us?

• Legacy of Excellence: Be part of a company with over 50 years of experience and a trusted reputation in the IT services industry.
• Career Development: We prioritize your professional growth with opportunities for training, certifications, and skill development.
• Varied Technical Exposure: Work with diverse clients, systems, and environments across many industries.
• Supportive Culture: Be part of a collaborative team that values communication, accountability, and continuous improvement.
• Work‑Life Balance: Enjoy steady hours, a structured schedule, and a supportive team culture.

Schedule

This is a full-time permanent position with 8-hour shifts from Monday – Friday for a total of 40 hrs weekly. Availability after hours needed on occasion.

What we Offer

Competitive Salary:

• $50,000.00-$60,000.00 per year. Salary commensurate with experience.

High Value Benefits:

• Extended Health Care
• Dental & Vision Care
• Paid Time Off
• On-Site Parking

Benefits become available following the 3-month probation period.

What You’ll Do

Technical Support & Troubleshooting

• Provide first‑response support for incoming service requests via phone, email, or ticketing systems
• Diagnose and resolve hardware, software, and network issues remotely
• Perform root‑cause analysis and implement effective, long‑term resolutions
• Execute remote software installations, upgrades, and routine maintenance tasks
• Clearly and accurately document all technical work, changes, and outcomes

Incident & Ticket Management

• Maintain detailed and up‑to‑date records in Tecnet’s Service Management system
• Triage and prioritize service requests in alignment with Service Level Agreements (SLAs) and business impact
• Escalate complex or unresolved issues following established procedures
• Provide consistent and timely status updates to end users

Communication & Team Collaboration

• Communicate professionally and courteously with clients at all times
• Collaborate closely with Service Desk peers, technical teams, and leadership to resolve issues efficiently
• Proactively communicate recurring issues, trends, or risks to the supervisor
• Contribute positively to team culture and shared service objectives

Project & Deployment Support

• Follow established deployment guidelines and technical documentation
• Assist with system upgrades, onboarding activities, and technology rollouts
• Ensure tasks are completed accurately, on time, and in alignment with project expectations

What You Bring

• Post‑secondary technical certificate or diploma, or equivalent practical experience
• 3–5 years of experience working in a Service Desk or IT Help Desk environment
• Working knowledge of Microsoft Windows, macOS, and Linux operating systems
• Strong English verbal, written, and comprehension skills
• Excellent customer service and interpersonal communication abilities
• Strong organizational skills with the ability to prioritize tasks in a fast‑paced environment
• Ability to work independently while collaborating effectively with team members
• Positive attitude, strong work ethic, and willingness to expand technical knowledge

Key Success Metrics

• Timely and accurate resolution of service desk tickets in accordance with SLAs
• High‑quality documentation of incidents, troubleshooting steps, and resolutions
• Clear, consistent, and professional communication with clients and internal teams
• Effective prioritization and handling of multiple concurrent service requests
• Positive internal and client feedback regarding service quality and professionalism
• Ongoing contribution to process improvement and team effectiveness

Thanks for applying! While we appreciate every application, only shortlisted candidates will be contacted for an interview.

Job Types: Full-time, Permanent