IT Service Desk Analyst

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The IT Service Desk Analyst is responsible for providing first-level technical support across all WCRL Divisions and affiliate companies for IT systems, and performing maintenance tasks on network connectivity, software and applications. The daily responsibilities include problem solving of general issues submitted to the IT Help Desk for a variety of business applications, operating systems, workplace productivity tools, laptops, telecommunications, and network services.

This is a full-time, permanent role based at our Vancouver Corporate Office on Clark Drive and Venables Street.


  • Provide timely technical support and troubleshooting guidance pertaining to operating systems, network connectivity, internet, and computer application issues

  • Investigate and resolve problems related to technical assistance and support

  • Support users through direct coaching or remote support, as required

  • Assist in upgrading and testing of operating systems and software upgrades

  • Installation and configuration of computer systems and software within established standards

  • Perform preventative maintenance tasks by implementing fixes, patches and updates as needed

  • Diagnose and solve hardware/software issues both in-person and remotely

  • Creation / documentation of tutorials, manuals, processes or other policies within the IT department

  • Support and maintain office security programs, help desk ticketing software, and basic business services such as Suite of Office 365 Apps, Microsoft Azure, Windows, printers, etc.

  • Assistance with ad-hoc IT projects including implementation of new network systems, hardware upgrades, network upgrades and others

  • May be asked to assist with occasional evening or weekend work or rotating on-call after-hours support

  • Perform other duties as assigned by Manager or Supervisor

The Ideal Candidate:

  • Excellent customer service skills and demonstrated ability to work well under pressure

  • 1 to 2 years of experience in a technical support role or similar capacity preferred, with a focus on customer support services

  • Completion of a Diploma or Certificate in a technical-related program would be an asset

  • Valid BC Class 5 Driver's License required, with the ability to travel to other local sites in the Lower Mainland on an occasional basis

  • Strong knowledge of various Windows operating systems, devices and software applications including Microsoft Office, document management systems such as SharePoint, Xerox DocuShare, etc.

  • Good communicator who is adaptable to a diverse internal customer base

  • Prior experience with helpdesk ticketing systems a strong asset

Interested candidates are invited to submit their resume by email to careers [at] or via the "Apply Now" link below.

Thank you in advance for your interest in this opportunity, however, only those individuals who are selected for an interview will be contacted.