Not just a job…

a community

a partnership

a team

You’ll experience them all at London Drugs. As one of Canada’s fastest-growing and most successful retail chains, we know what it takes to build a satisfying career. We are seeking innovative, customer focused people to join our team!

Our IT department at our head office in Richmond BC currently has opportunities for a:

Service Analyst - Desktop Support

This position is responsible for providing technical assistance to end users, troubleshooting hardware and software issues, managing endpoint devices, and ensuring that all desktop, laptop, and mobile systems are functioning efficiently.

The ideal candidate will possess strong problem-solving skills, excellent communication abilities, a solid understanding of endpoint management, and the ability to interface with senior management and executives regarding IT matters. Experience with ticket management systems will be considered an asset. In addition, expertise in supporting and troubleshooting Windows 11 and Office 365 environments.

Responsibilities include:

Provide technical support to end users via phone, email, remote desktop and/or in-person for hardware and software issues.
Install, configure, and maintain desktop and laptop computers, including operating systems and applications.
Troubleshoot and resolve hardware and software problems related to desktops, laptops, iPhones, printers, and peripheral devices.
Assist with the setup and configuration of workstations and mobile devices for new hires.
Provide support and troubleshooting for Windows 11 issues, including system performance, updates, and security features.
Support and troubleshoot issues related to Office 365, including configuration, email setup, OneDrive, Teams, and other Office apps.
Support network connectivity issues, including troubleshooting VPN, Wi-Fi, and LAN connections.
Manage endpoint devices using Microsoft Intune, ensuring devices are compliant with corporate security policies and up to date.
Deploy applications, configure device settings, and monitor device health for desktops, laptops, and iPhones through Intune.
Implement and enforce security policies on mobile and desktop endpoints, including encryption, remote wipe, and device restrictions.
Provide high level assistance to end users regarding common software and hardware usage.
Use a ticket management system to track and resolve technical issues, ensuring accurate documentation and follow-up actions.
Collaborate with other IT team members for escalating or complex issues.
Maintain inventory of hardware and software assets.
Participate in IT projects as required, including system upgrades, deployments, and rollouts.
Offsite field support at affiliated businesses and/or stores may be required.

The successful candidate will possess:

Excellent time management and problem solving skills.
Excellent communication skills, both written and verbal.
Ability to communicate technical issues and solutions in a clear, concise manner to Senior Management and Executives
Highly organized and able to multitask effectively and work under changing priorities.
Initiative to isolate and solve problems.

Education and Knowledge:

Associate’s degree in information technology, Computer Science, or a related field (considered an asset).
1-3 years of experience in desktop support, IT support, or a similar technical support role.
Proficiency with Windows 11 operating system, including troubleshooting and system optimization.
Experience with Office 365 applications (Outlook, Word, Excel, PowerPoint, Teams, OneDrive), including configuration, troubleshooting, and user support.
Experience with hardware troubleshooting (PCs, laptops, printers, iPhones, etc.).
Familiarity with Microsoft Intune for endpoint management and mobile device management.
Familiarity with Active Directory
Experience with a ticket management system
Experience with AS400, Windows Server.
Strong knowledge of Win7 / Win10 and Microsoft O365.
Working knowledge of Airwatch,
Working knowledge of remote connectivity software such as RDP, Citrix and Cisco VPN.
Working knowledge of network services such as DHCP, DNS and TCP/IP
Working knowledge of iMac would be considered an asset.
Working knowledge of switches, routers, and other general networking equipment.
Experience with Microsoft Active Directory, administration and creation of user accounts.
Microsoft Certified Desktop Support Technician or similar would be considered an asset.
IT certifications (e.g., CompTIA A+, Microsoft Certified IT Professional, or equivalent).
Experience with remote desktop support tools.
Knowledge of basic scripting or automation tools is a plus.

If you are a well-organized, self-motivated individual possessing professional customer service skills, a positive and professional attitude plus an eye for detail then we have the opportunity for you to excel!

We offer advancement opportunities through our promote-from-within policies, starting pay will fall within the salary range indicated and may vary based on job-related experience, knowledge, and education.

We also offer a comprehensive benefits program including:

Health & Wellness
Comprehensive medical, dental, prescription drug and vision coverage for you and your family
Helping you plan for your future with Company matched RRSPs
Employee Discount Program
Ongoing in-house Training & Education Courses
Postsecondary Entrance Scholarships for you or your children
Free confidential counselling through our Employee Family Assistance Program
Employee Recognition Program

If you possess the necessary skills and expertise and would like to join an exciting team of professionals,

Apply Now!

London Drugs is an equal opportunity employer dedicated to building an inclusive and diverse workforce. We are committed to building a company that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.

We will provide accommodations during the recruitment process upon request.

The above statements are intended to describe the general nature and level of work applicable to this position and are not intended to be an exhaustive list of all responsibilities, duties and skills required. Be advised, London Drugs DOES NOT use third party recruitment services.

London Drugs may collect, use, and/or disclose your personal information (including the information in this application) where it is reasonable for establishing, managing or terminating an employment relationship. This includes the use or disclosure of your personal information to persons inside or external to our organization, for the purpose of checking references or gathering other information to support an assessment of your candidacy.

To protect yourself, do not respond to unsolicited job offers from individuals or e-mail addresses, and never disclose any sensitive details about your identity (including personal or financial) to anyone you do not know or trust or on any unverified website, or website you do not trust.

If you are a well-organized, self-motivated, individual who has a positive attitude, a desire to support Company initiatives, and a commitment to achieving Company objectives, then we have the opportunity for you to excel!

Compensation: $39,850.00 - $63,000.00 per year

London Drugs is 100% Canadian owned and is focused on local customers' satisfaction. Across Alberta, Saskatchewan, Manitoba and British Columbia, London Drugs' 79 stores employ more than 8,000 staff dedicated to providing our customers with a superior shopping experience.

We are committed to making a positive impact on the world and the communities we operate in. From responsible sourcing, packaging take-back and in-store recycling centres, we invest in making our practices more environmentally sound and continue to look for better, greener ways to do business.

We believe our employees are our greatest asset, and we are committed to fostering a vibrant and inclusive workplace where every team member can thrive. Our supportive culture encourages creativity and collaboration, allowing you to make a meaningful impact on our customers' experiences. Together, we celebrate diversity, innovation, and a shared passion for delivering exceptional service, making London Drugs not just a place to work, but a place to grow and succeed.

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