Company Description

IFS is a billion-dollar revenue company with 7000+ employees on all continents. Our leading AI technology is the backbone of our award-winning enterprise software solutions, enabling our customers to be their best when it really matters–at the Moment of Service™. Our commitment to internal AI adoption has allowed us to stay at the forefront of technological advancements, ensuring our colleagues can unlock their creativity and productivity, and our solutions are always cutting-edge.

Copperleaf is the world’s leading AI powered Asset Investment Planning (AIP) solution, enabling organizations to make better decisions – faster, smarter and with more confidence.

Together Copperleaf and IFS offer the first end-to-end asset lifecycle management solution. Underpinned by Industrial AI, the combining of Copperleaf and IFS will allow our asset intensive customers to deliver on their moment of service through strategic allocation and execution of CAPEX and OPEX; balancing expenditure, business objectives, risk and optimal asset performance.

At IFS, we’re flexible, we’re innovative, and we’re focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact. We help solve some of society’s greatest challenges, fostering a better future through our agility, collaboration, and trust.

We celebrate diversity and understand our responsibility to reflect the diverse world we work in. We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.

By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.

We’re looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs. With the power of our AI-driven solutions, we empower our team to change the status quo and make a real difference.

If you want to change the status quo, we’ll help you make your moment. Join Team Purple. Join IFS.

Job Description

We are a fast-growing high-tech software company. Join our IT team as an IT Support Analyst (12-month Temporary FT contract)!

We’re seeking a proactive, service-oriented IT Support Analyst with 3+ years of experience to own service desk requests end-to-end and lead the resolution of more complex issues. You’ll partner with employees across the business to deliver responsive, high-quality support while continuously improving how we work.

You enjoy building and deploying devices, supporting applications, and learning new tools. Beyond daily support, you’ll drive projects that improve our IT services and processes, including opportunities to use automation and AI to lower operational load and enhance the employee digital experience.

This role is based in our Vancouver office and supports our global teams. You thrive in a busy environment, enjoy working with people, and have a strong desire to fix things. Together, we take on these challenges - every day brings something new.

Key Responsibilities

User Support

• Provide timely, high-quality support for laptops, desktops, and mobile devices across Windows 11, macOS, iOS, and Android.
• Troubleshoot connectivity, applications, and system issues for employees across time zones.
• Manage the device lifecycle: provisioning, deployment, refresh, and recycling.
• Maintain inventory of devices and ensure accurate tracking.
• Communicate clearly and effectively to help users resolve issues remotely.
• Create and maintain knowledge base articles and SOPs to drive self-service and first-contact resolution.

IT Administration

• Provision laptops, accounts, applications, and licenses for new and existing users.
• Support onboarding and offboarding to ensure smooth, secure transitions.
• Administer accounts and identities in Microsoft 365, Entra ID (Azure AD), Intune, and related platforms.
• Support event and issue monitoring, management, and response.
• Coordinate with Security on patch management, OS and app updates, and enforcement of endpoint standards.

IT Projects

• Identify repetitive IT tasks and automate them with scripts or workflows to reduce cycle time and errors.
• Define, document, and continuously improve service desk processes to streamline ticket handling, strengthen self-service, and increase IT efficiency.
• Collaborate with Infrastructure, Networking, Security, and Cloud teams on cross-functional initiatives.
• Plan and deliver upgrades, integrations, and rollouts of new tools, such as collaboration platforms, meeting room solutions, and security tooling.
• Provide input into continuous improvement initiatives that enhance IT service delivery.

Qualifications

About You

You love digging into how things work, fixing issues fast, and then improving the process so it doesn’t happen again. You communicate clearly, collaborate well across teams, and use automation and AI to reduce repetitive work and elevate the employee experience. You take ownership from first contact to resolution, following up, closing the loop, and documenting what you learn. You write clear SOPs and knowledge articles that enable self-service and consistent outcomes. If this sounds like you, you will thrive here.

Educational Background

• Diploma/degree in Computer Science, Information Technology, or equivalent experience.
• Nice to have: ITIL 4 Foundation, Microsoft 365/Entra certifications (e.g. MD-102, AZ-900), or CompTIA A+/Net+.

Knowledge and Experience

• 3+ years of experience in IT support/service desk roles, ideally in a hybrid environment serving global users.
• End-user support: troubleshooting applications, accounts, and connectivity.
• ITSM platforms (e.g., Freshdesk, Jira Service Management), including workflow design, incident/problem/change management, and asset management.
• Process creation and continuous improvement: mapping workflows and writing SOPs.
• Automation and scripting. Working knowledge of PowerShell or similar scripting language (e.g. Python, Bash).
• Documentation and knowledge sharing: capturing troubleshooting steps and sharing them with the team.
• Strong interpersonal and communication skills to support a diverse, global workforce across time zones.

Additional Information

What We’re Offering

• Salary Range: $65,000 CAD - $75,000 CAD annual

We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging. Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships.