Desktop Support Specialist
Role Overview
The Desktop Support Specialist joins the IT team in Burnaby and is the first point of contact for employees seeking technical assistance.
The role manages first-line support and helpdesk operations and reports to the System Administrator and IT Manager.
Key Skills for This Role
Full Job Posting
Company overview
United Floral Inc. is a Burnaby-based wholesaler of fresh-cut flowers, floral supplies, and industry education, distributing across Western Canada.
Position overview
The Desktop Support Specialist joins the IT team in Burnaby and is the first point of contact for employees seeking technical assistance.
The role manages first-line support and helpdesk operations and reports to the System Administrator and IT Manager.
Key responsibilities
- Handle employee helpdesk requests by ticket, phone, or email; resolve tickets promptly and maintain documentation.
- Troubleshoot and maintain Windows and macOS computers, printers, scanners, multifunction devices, and other peripherals.
- Support Microsoft 365, enterprise email, Outlook profiles, and Teams Room collaboration hardware.
- Diagnose wired and wireless network issues and VPN failures; perform physical cabling, patch-panel, and port-connectivity work.
- Manage onboarding and offboarding, workstation imaging and PC/Mac deployment, and support office relocations.
- Provision accounts, reset passwords, resolve authentication and access issues, and administer directory services at a basic level.
- Assist with software installation, configuration, browser security alerts, and SSL certificate troubleshooting.
- Maintain IT inventory and asset records and build technical knowledge-base documentation.
- Identify and report phishing and suspicious emails; escalate complex infrastructure or system incidents.
- Train users and guide staff on technologies and security best practices.
Qualifications
- At least 3 years of technical helpdesk, desktop support, or similar experience.
- Post-secondary education in computer science, information technology, or a related field.
- Hands-on troubleshooting expertise with Windows and macOS.
- Familiarity with Active Directory, Microsoft 365, and user account administration.
- Strong knowledge of hardware, networking basics including TCP/IP, DNS, DHCP, and VPN, and printer support.
- Resourcefulness, troubleshooting and problem-solving ability, and ability to work under pressure.
- Strong verbal and written communication, teamwork, technical documentation, adaptability, and ability to work independently and collaboratively.
Bonus qualifications
- CompTIA A+ or equivalent industry certification is an asset.
- Cloud platform or remote management tool experience is a bonus.
- Scripting experience, such as PowerShell, is a bonus.
Pay
- Pay starts at $50,000 per year.
Benefits
- Casual dress.
- On-site parking.
Work location
- Work location is in person in Burnaby, British Columbia.
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