Technical Support Analyst

Canlan Sports is the largest private-sector owner and operator of recreational sports complexes in North America. The company's success in the sports and recreation industry is attributed to a focus on innovative programming, service excellence, world-class sports communities , and an understanding of its customers expectations and the commitment needed to deliver industry-leading participant experiences.

Canlan is currently looking for a Technical Support Analyst (hybrid) to work for our Burnaby Central Office.

Rate of pay: $60,000 - $66,000 per year.

Job Summary:

We are excited to announce an opportunity for a passionate and talented IT Support Analyst to join our dynamic IT team! In this role, you will provide exceptional 1st and 2nd level IT support, ensuring smooth operations by maintaining user accounts, managing passwords, and provide hands-on IT support while safeguarding data integrity and security. You will collaborate closely with a counterpart in Eastern Canada and report directly to the IT Manager at our Corporate Office. If you thrive in a fast-paced environment and are eager to make a significant impact, we want to hear from you!

Key Responsibilities:

• Provides front line help desk services including receiving, evaluating and scheduling requests for IT support. Troubleshoots computer software and hardware issues over the phone or in person. Creates help desk tickets/work orders from phone and/or email requests for repair. Escalates requests to the appropriate IT team member as necessary.
• Oversees the ticket queue to ensure priority tickets are handled and addressed accordingly and tracks and maintains ticket status to ensure timely completion. Escalates problems and coordinates resolutions, alerting other IT staff, manager, and outside service vendors as required.
• Maintains the internal IT inventory system through the importing, assigning, and retiring of computer assets. Assists with orders of equipment, software, computers, parts, cellular phones, VOIP, etc. and follows up on orders, requirements, warranties, and other related documentation.
• Investigates, diagnoses, and resolves system problems related to networks, software, internet access, VOIP System, and hardware for users. Provides help desk services via remote access to troubleshoot and support staff on software use across multiple sports complex facilities in North America.
• Support and manage the operation of Microsoft Windows 10/11 and Windows Server operating systems. Oversee the administration of Office 365 Defender, Intune, and Windows Autopilot. Additionally, manage administrative systems such as Aruba, Meraki, FortiGate, and the ticketing system Zendesk.
• Work independently with minimal supervision and as part of a team.
• Creates and maintains IT documentation, including technical manuals and user guides and ensures they are accurate, up to date and properly distributed. Handle software and hardware installations for servers and workstations.
• Must have a valid driver s license and own vehicle for field calls.
• Responsible for providing after-hours support in cycles to enhance our Extended IT Support model, with lieu time compensation provided for worked hours.

Qualifications:

• Excellent problem-solving abilities.
• 3-4 years of helpdesk support experience.
• Proficient in computer hardware troubleshooting related to networks, servers, and workstations.
• Strong knowledge of Microsoft Office 365 suite.
• Understanding of network security products and tools.
• Experience with computer imaging and deployment.
• Superior customer service and communication skills.

Education:

• A degree or diploma in Information Technology, Computer Science, or a related field is preferred

If you are interested in this role and becoming part of the Canlan team, please apply online.

NOTE: Only those applicants under consideration will be contacted. Please accept our utmost appreciation for your interest. We are an Equal Employment Opportunity employer. Employment decisions are based on merit and business needs, and not on race, color, creed, age, sex, gender, sexual orientation, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions or any other classification protected by federal, provincial, and local laws and ordinances. Reasonable accommodation is available for qualified individuals with disabilities, upon request. This Equal Employment Opportunity policy applies to all practices