IT Support Analyst
DCM is a leading Canadian tech-enabled provider of print and digital solutions. The IT Support Analyst will deliver front-line technical Service Desk support for business end users, handling inquiries, managing technical projects, and resolving incidents across various hardware and software technologies.
Responsibilities
- Provide front-line help desk support - handling walk-ins, emails, and IT requests while documenting issues and updating records through resolution
- Triage, troubleshoot, resolve, or escalate technical issues based on priority
- Leverage knowledge articles, FAQs, and documentation to support IT staff and end users
- Deploy low-risk IT system changes safely and efficiently
- Deliver exceptional customer support through every interaction (email, phone, or in-person) by resolving issues efficiently while building trust and rapport
- Lead and collaborate on IT projects – drive initiatives from planning to execution, manage risks, track progress, and ensure successful delivery
- Other duties as assigned
Skills
- Degree or diploma in a technical IT-related field, paired with 1+ years of experience in a technical support or help desk role
- Strong proficiency with Microsoft operating systems and Office suite, with foundational knowledge of Apple OS, VPN, Active Directory, cloud computing, and Cisco networking
- Excellent written and verbal communication skills, with excellent interpersonal skills, with ability to provide exceptional customer service, build rapport, and resolve technical issues efficiently
- Able to work independently, take initiative, prioritize tasks, and meet deadlines, while also collaborating effectively within a team environment
- Willing to adapt to changing schedules or business needs, including occasional overtime work if required
- Bilingualism in French is an asset
Benefits
- Comprehensive healthcare, dental, and vision coverage for you and family
- Company-matched pension program
- Tuition reimbursement to invest in your growth and career development
- Collaborative and supportive work environment where your ideas are valued and your impact is visible
Company Overview