IT Service Desk Analyst

Company Overview

Kaizen Automotive Group is a dynamic and diverse automotive leader representing multiple renowned brands, including GM, Cadillac, Buick, Ford, Isuzu, Nissan, and Hyundai. Since 1989, we have been committed to exceeding customer expectations through exceptional sales, service, and after-care, fostering lifelong relationships with our clients. With over 1,200 dedicated employees, we are proud to be recognized as one of Canada's Top 50 Managed Companies for eight consecutive years.

Position Summary

The IT Service Desk Analyst is responsible for providing technical support to Kaizen Automotive employees across multiple locations while also contributing to the administration and maintenance of core IT systems and infrastructure. This position ensures that end users receive timely assistance with hardware, software, network, and application issues while delivering an excellent customer service experience. In addition to resolving day-to-day support requests, this role will work on more advanced technical issues, assist with infrastructure projects, and support the ongoing reliability and security of the IT environment.

Key Responsibilities

• Provide technical support for desktops, laptops, mobile devices, printers, and applications.
• Respond to incoming service requests via phone, email, ticketing system, and in-person support.
• Troubleshoot and resolve complex hardware, software, network connectivity, and user access issues.
• Act as an escalation point for advanced support requests that cannot be resolved through standard troubleshooting procedures.
• Log all incidents and service requests in the IT ticketing system with detailed and accurate information.
• Follow established procedures for incident classification, prioritization, and escalation.
• Assist with new user setups, device imaging, software installations, and account provisioning.
• Support administration of Active Directory, Microsoft 365, Azure/Entra ID, Intune, and other business-critical systems.
• Participate in routine maintenance activities including system updates, patching, monitoring, and infrastructure health checks.
• Assist with the implementation of technology projects, system upgrades, and site rollouts.
• Provide excellent customer service by communicating clearly, professionally, and promptly with end users.
• Maintain documentation of common issues, troubleshooting steps, system configurations, and solutions.
• Collaborate with other IT team members to resolve recurring issues and improve service quality.
• Support asset management tasks including tracking equipment inventory and documenting device assignments.
• Participate in continuous improvement efforts and suggest opportunities to enhance service delivery.

Qualifications

• Diploma or degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 3-5 years of experience in IT support, service desk, systems administration, or related technical roles.
• Strong working knowledge of Windows operating systems, Microsoft 365, and common enterprise desktop applications.
• Solid understanding of networking fundamentals including TCP/IP, DNS, DHCP, Wi-Fi troubleshooting, and connectivity diagnostics.
• Experience supporting Active Directory, Microsoft Entra ID (Azure AD), Intune, device management, and user provisioning.
• Experience troubleshooting and supporting Microsoft 365 services including Exchange Online, Teams, SharePoint, and OneDrive.
• Familiarity with PowerShell scripting and automation is considered an asset.
• Experience with IT ticketing systems (e.g. ServiceNow, Jira, Zendesk) is preferred.
• Experience supporting multiple sites and remote users is considered an asset.
• Certifications such as CompTIA A , Network , Microsoft certifications, ITIL Foundation, or similar industry certifications are an advantage.

INDCHO

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Work Location: In person

Salary : $40,834 - $53,206