IT Helpdesk Analyst

Henry Schein One (HSOne) is the global leader in dental management, analytics, communication and marketing software. We deliver innovative dental software and services, combined with expert business coaching, to help connect dental technology so it works as one. When technology connects, more data is shared, more tasks are automated, and more work gets done. Most importantly, dental professionals have more time to focus on providing a quality experience for their patients. In fact, one connected practice management system simplifies each step of the patient experience - from first contact and scheduling to clinical treatment and billing, to ensuring loyalty and recurring care.

Summary:

We're looking for an IT Helpdesk Analyst who loves solving problems and keeping teams running smoothly. You'll be the go-to person for day-to-day tech support, managing the helpdesk queue, troubleshooting hardware and software issues, and supporting onboarding and office IT needs. With a mix of on-site presence and hands-on problem-solving, you'll play a key role in keeping our IT systems efficient

This is a fully on-site role, five days a week, at our Surrey office near Guildford Mall

Key Responsibilities

• Own and manage the IT helpdesk queue, resolving support requests efficiently from intake to resolution

• Provide technical support across Windows environments (primary focus), macOS systems, and basic Linux troubleshooting

• Troubleshoot common end-user issues including email, laptops, monitors, peripherals, and workstation setups

• Act as the on-site IT presence, assisting employees with walk-up and time-sensitive requests

• Support employee onboarding and offboarding, including hardware provisioning and access setup

• Use ticketing systems to track issues, prioritize work, and meet service expectations

• Create and maintain clear IT documentation and process guides to reduce repeat issues

• Partner closely with the IT Engineer on escalations, cross-training, and coverage during absences

• Identify recurring issues and proactively recommend improvements to tools, workflows, or documentation

Qualifications

• 3+ years of experience in an IT Helpdesk, Desktop Support, or similar technical support role

• Diploma or degree in Information Technology, Computer Science, or a related field, or equivalent practical experience

• Strong hands-on experience supporting Windows environments

• Working knowledge of macOS and basic Linux concepts, or a demonstrated willingness to learn

• Experience working with ticketing systems and managing multiple requests concurrently

• Strong analytical and problem-solving skills with the ability to work independently

• Excellent communication skills and a service-oriented mindset

• Self-motivated, organized, and comfortable operating in a fast-paced, people-facing environment

• Ability to work on-site with flexibility as business needs evolve

Our Recruiting Process

We strive to make our process as simple as possible while still providing opportunities for us to learn about each other.

1. Intro/screening call with our Recruitment Team

2. Short online behavioral and cognitive assessment via the Predictive Index

3. Virtual Interview with Hiring Manager

4. Onsite panel technical interview

At Henry Schein One, hiring is always human first: every application is personally reviewed, every interview is human-to-human, and we only use AI tools to support listening and accuracy, never to replace real connection.

Compensation and Benefits

The posted range for this position is between CAD 71,750 and CAD 83,750 which is the expected starting base salary range for an employee who is new to the role to fully proficient and experienced in the role. Many factors go into determining employee pay within the posted range including prior experience, training, current skills, certifications & education etc.

Our benefits also include:

• 3% RRSP matching

• Comprehensive health benefits plan, including 100% drug coverage

• 3-week paid vacation, growing up to 5 weeks with tenure

• Unlimited paid flex days

• Paid Birthday off