IT Support Analyst
Job Summary
We are seeking a motivated and customer-focused IT Support Analyst to join our team. The successful candidate will provide technical support to employees, troubleshoot hardware and software issues, and assist with the maintenance of organization's IT infrastructures. This role is ideal for an individual who enjoys problem-solving, working with technology, and delivering excellent customer service.
Key Responsibilities
- Provide technical support to end-users via phone, email, remote access, and on-site.
- Diagnose and resolve hardware, software, and network issues.
- Configure, deploy, and maintain laptops, desktops, printers, mobile devices, and other peripherals.
- Administer user accounts, permissions, and security settings through Active Directory and Microsoft 365.
- Support and maintain Windows 11, Windows Server, Microsoft 365, and Microsoft Teams.
- Assist with network administration, including LAN/WAN, VPN, Wi-Fi, firewalls, switches, and access points.
- Manage and support virtualization environments using VMware.
- Configure and maintain Mobile Device Management (MDM) solutions for Android and iOS devices.
- Support VoIP phone systems, including user setup and troubleshooting.
- Set up and troubleshoot boardroom technology and video conferencing equipment.
- Apply security updates, software patches, and system upgrades to ensure optimal performance and protection.
- Maintain accurate documentation of IT assets, support requests, and resolutions.
- Develop user guides and provide training on IT systems, applications, and cybersecurity best practices.
- Stay current with emerging technologies and industry trends.
- Perform other related duties as assigned.
Qualifications
- Post-secondary diploma or degree in Computer Science, Information Technology, Computer Systems, or a related field.
- 1–3 years of experience in an IT support, help desk, or technical support role.
- Experience supporting Windows desktop and server environments.
- Knowledge of Active Directory, Microsoft 365, DNS, DHCP, TCP/IP, VPN, and Wi-Fi technologies.
- Familiarity with VMware virtualization, Cisco Meraki networking equipment, and VoIP systems is considered an asset.
- Strong troubleshooting and analytical skills with exceptional attention to detail.
- Excellent verbal and written communication skills.
- Ability to explain technical concepts to non-technical users.
- Customer-service focused with a collaborative and professional approach.
- Valid G Driver’s License and access to reliable transportation.
Preferred Qualifications
- Experience with Microsoft Business Central, Power BI, SQL Reporting Services, or Jet Reports.
- Knowledge of cybersecurity principles and endpoint protection solutions such as CrowdStrike.
- ITIL, CCNA, or related certifications are considered assets.
What We Offer
- Competitive compensation package.
- Opportunities for professional growth and development.
- Supportive and collaborative work environment.
- Exposure to a wide range of technologies and systems.
Working Conditions
- Primarily office-based environment with frequent interaction with employees and management.
- Occasional travel to company locations.
- Participation in an on-call rotation and occasional evening or weekend support as required.
- Fast-paced environment requiring effective prioritization and multitasking.
Pay: $50,000.00-$55,000.00 per year
Work Location: In person
