IT Ops Analyst

TL;DR

IT Ops Analyst: Providing Tier 1 & 2 support for internal teams on hardware and software issues, account administration, and collaboration tools with an accent on timely customer needs assessment and documentation. Focus on troubleshooting technical problems for Mac and Linux operating systems and ensuring satisfactory resolution of requests.

Location: Fixed hybrid model: 3 days a week in office (Tuesday, Wednesday, Thursday) in Vancouver, BC, Canada

Salary: $50,000–$72,000/year + bonus

Company

hirify.global is a global leader in AI-powered people analytics, workforce planning, and compensation management solutions, founded in 2010.

What you will do

• Provide Tier 1 & 2 support for hardware, software, operating systems, peripherals, and network issues via phone or remote control.
• Perform centralized administration duties such as setting up network/email accounts, password resets, and changing access levels.
• Support collaboration tools including G Suite (Drive, Docs, Gmail), Slack, Jira, and Confluence.
• Assess customer needs using appropriate communication and questioning techniques.
• Maintain and document system procedures and processes.
• Provide follow-up client contact to ensure satisfactory resolution of requests.

Requirements

• Post-secondary education and minimum 1+ years experience in a technical Service Desk, Helpdesk, or Desktop environment.
• Extensive knowledge of desktops, laptops, printers, mobile devices, and all peripherals.
• Exceptional ability to support Mac and Linux operating systems.
• Knowledge in at least one programming language (Python, Bash, JavaScript, or Perl).
• Excellent English oral, comprehension, and written communication skills.

Nice to have

• Experience using an IT Service Management tracking system such as ServiceNow.
• Customer service or Service Desk certification training.
• Knowledge of ITIL Foundations.

Culture & Benefits

• Fixed hybrid work model: 3 days a week in office (Tuesday, Wednesday, Thursday).
• Modern, pet-friendly downtown office spaces with collaborative areas and an on-site gym.
• Annual company All Hands in Vancouver for team building and learning.
• Competitive salary, and top-tier health and wellness benefits.
• Stock options and/or bonus based on role, location, and employment type.
• Generous paid time off, including volunteering days and extra days over the December holidays.