IT Support Analyst

DCM is a leading Canadian tech-enabled provider of print and digital solutions that help simplify complex marketing communications. As an IT Support Analyst, you will deliver front-line technical Service Desk support for business end users, handle inquiries, monitor services, manage technical projects, and resolve or escalate incidents across diverse 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, with excellent interpersonal and communication 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