IT Support Analyst

ITSS - Vancouver, British Columbia, Canada - Full Time

About iQmetrix:

With our retail POS and management solutions found in over 20,000 stores, iQmetrix’s software is designed to power specialty retailers. From wireless dealers and repair shops to home goods, liquor stores, and everything in between, we support retailers who are focused on delivering a unique, personalized experience to their customers. You can find our offices in across Canada and the U.S. Learn more us at

iQmetrix requires a resourceful IT Support Analyst to provide amazing IT support for our iQmetrix employees.

This position serves as the first and second line of technical support for internal iQmetrix staff. Our IT Support Analyst will provide rapid, friendly and professional technical assistance with laptops, end user software, phones, tablets, a/v systems and related technology both on-site and remotely.  It’s a dynamic role and requires an ability to prioritize and respond appropriately to multiple competing tasks, helpdesk requests and projects. We’re looking for someone with a commitment to delivering an awesome IT experience to our staff.

The Team

In addition to the demands of our growing company, we always pursue new approaches and new technologies. We’ll be interested in knowing what you’re learning, what you’re passionate about and where your curiosity will take you next.

Our IT support is delivered through a skilled and professional team. We have multiple offices, multiple different users and aggressive growth plans. Effective employees are skilled at working to a plan, revising the plan when necessary and remaining in constant communication with colleagues and end users.

We celebrate each other’s strengths and support each other where we’re weak. We’ll be looking for you to have an extensive background in desktop support and be an important member of our team. You’ll teach us some stuff. We’ll teach you some stuff.

This team has numerous responsibilities and we will expect you to be a part of how we address them. It depends on who you are and your strengths, but you’ll be asked to contribute to all of these and lead some of them:

  • Providing in person and remote first and second tier technical support to users spanning a wide range of technical ability
  • Sourcing, purchasing, asset management and tracking for IT equipment and software
  • Administering and supporting cloud-based software services
  • Creating and maintaining documentation on processes and procedures for our team and for our end users
  • Managing Active Directory user and group accounts and Exchange distribution lists
  • Working with vendor support to resolve technical issues with desktop software, hardware and peripherals
  • Researching, testing, documentation and implementation of new technology

Don’t let this scare you away, but an ideal candidate would have all of these.

  • 2-3 years working experience providing both remote and onsite IT support in medium to large organizations (450 + users)
  • Advanced Windows 10 and Mac OS X support experience
  • Basic to intermediate Networking (wired and wireless) troubleshooting skills
  • Basic Active Directory experience, such as User and Group administration
  • Office365 user administration and support
  • Experience supporting other Microsoft products (Visual Studio, OneDrive, Visio, Project) on Windows and Mac OSX 
  • Advanced smart phone and tablet knowledge
  • A+ certification

Desirable Skills but not required

  • Experience with audio-visual equipment and video conferencing systems (such as Polycom)
  • Experience with Microsoft System Center Configuration Manager (SCCM) for imaging and application management
  • Experience with Microsoft InTune MDM
  • Experience with Mac OSX, Windows and Mac OSX dual boot configurations
  • Experience with Jamf Apple management system
  • Microsoft O365 user and mailbox administration
  • Experience working in a software development company
  • Cisco IP phone management
  • MCSE, MCITP, CCNA, ACMT, and other industry certifications are desirable

This position requires lifting, bending, stooping and moving various computer equipment up to 50 lbs, requires working on hands and knees to deploy computer equipment, wiring and make repairs to a/v systems.

Occasionally, the work may require travel within the US or Canada and to work on call.

What Does it Take to Be a Part of Our Team?

  • Communication skills and emotional intelligence are key. iQmetrix is looking for someone who can listen to others and take multiple perspectives into consideration when making decisions decision.
  • People who love what they do; they’re passionate about their work.
  • With interpersonal skills, a team member canbuild strong relationships from scratch. We love that.
  • Be humble. We’re on the hunt for, someone who is not afraid to admit their mistakes and work towards preventing them in the future.
  • Thinks about the health of the company before personal agendas. Profit and loss are major influencers on organizational decisions and our team has to have the big picture in mind—always.
  • Being a self starter is a huge asset. This means being able to dive into the work without fear of making a mistake.
  • Flexibility, and the ability to adapt to an evolving environment, will go a long way at iQmetrix. Keep in mind: the iQmetrix team works in open, collaborative office environments. Successful people can thrive in this style of workspace.
  • People who can stick by their decisions, since they did what they thought was best, will fit well into the iQmetrix team. These people are also not afraid to admit to and learn from their mistakes.

Want to Join the Team?

If you are interested in a career with iQmetrix and are committed to striving for success, please submit your resume and cover letter.  We thank all applicants for their interest, however, only those selected for an interview will be contacted.

Apply: IT Support Analyst
* Required fields
First name*
Last name*
Email address*
Phone number*

Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or paste resume

Paste your resume here or attach resume file