IT Service Desk Analyst II

at  AutoCanada Inc

QUALIFICATIONS:

• 2+ years of experience in a technical support role.
• Strong understanding of Windows and macOS operating systems.
• Experience with troubleshooting network connectivity issues.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Strong problem-solving and analytical skills.
• Ability to prioritize and manage multiple tasks effectively.
• Experience with ticketing systems (e.g., ServiceNow) is a plus.

WHO WE ARE:

AutoCanada is a publicly traded multi-location automotive dealership group operating in both Canada and the United States and headquartered in Edmonton. The multi-location dealership model enables AutoCanada to serve a diversified geographic customer base providing a range of services to customers including new and used vehicle sales, financing, leasing, automotive service and repair, collision repair, and parts sales. Founded in 2006, AutoCanada has expanded significantly and continues to grow.
For more information about AutoCanada, check out autocan.ca, Instagram, Facebook.
To apply, please submit your resume and cover letter on the Careers portion of our website.
We thank all applicants for their interest; however, only those selected for an interview will be contacted. AutoCanada is committed to creating a diverse workforce and an inclusive culture, as an equal opportunity employer we encourage applications from all qualified individuals.

ABOUT THE ROLE:

As a Tier II Service Desk Analyst, you will be a key member of our Technical Support Services team, providing exceptional technical support to our internal customers. You will be responsible for troubleshooting and resolving complex technical issues across a range of hardware and software platforms. This role requires a strong technical aptitude, excellent problem-solving skills, and a customer-centric approach. This is an in-office role with some flexibility to work remotely with prior approval from a manager.

RESPONSIBILITIES:

• Provide timely and effective technical support to end-users via phone, email, and in-person.
• Diagnose and troubleshoot complex technical issues related to:
• Desktop operating systems (Windows, macOS)
• Applications (Microsoft Office/365 Suite, etc.)
• Network connectivity
• Hardware (laptops, desktops, printers, mobile devices)
• Cloud-based services (e.g., SaaS applications)
• Escalate complex issues to higher-level support teams when necessary.
• Document all support interactions and resolutions in the ticketing system.
• Proactively identify and resolve recurring issues.
• Participate in knowledge base content creation and maintenance.
• Assist with the deployment and maintenance of IT equipment and software.
• Participate in on-call rotation as required.