Job Description

Job Title:

Desktop Support Analyst

Reports To

: Manager, IT Cloud Infrastructure & Operations

Location:

Toronto

Type:

Full-Time

Company:

Bridgemarq Real Estate Services

Position Summary:

A Desktop Support Analyst plays a vital role in maintaining the technological infrastructure of an organization by ensuring that employees' desktop computers, laptops, software, and network connections function smoothly. This role bridges the gap between technical teams and end-users, providing essential support that enables business operations to run efficiently. They are often the first point of contact for employees facing technical difficulties and provide direct assistance either in-person or remotely.

System Installation & Configuration:

Set up, configure, and deploy desktop computers, laptops, printers, and peripherals for new and existing employees. Install and update software applications, operating systems, and critical security patches. Ensure all systems align with organizational security standards and operational requirements.

User Support & Training:

Provide support via phone, email, and in-person for system and application-related inquiries. Educate users on proper use of hardware, software, and internal systems. Promote best practices for system security and efficient technology usage.

System Maintenance & Monitoring:

Perform regular maintenance tasks including system updates, security patching, and software upgrades. Monitor the health and performance of workstations, identifying and addressing potential issues (e.g., low disk space, performance lags). Conduct preventative maintenance activities such as disk cleanup and optimization to maintain peak performance.

Documentation & Reporting:

Maintain comprehensive and accurate documentation of troubleshooting steps, resolutions, and recurring issues. Log and track all support requests and outcomes using a ticketing system. Contribute to internal knowledge bases by creating and updating technical guides and user documentation.

Collaboration & Escalation:

Partner with IT teams such as network, systems, and server administration to resolve more advanced technical issues. Support the implementation of IT projects including system upgrades, rollouts, and migrations. Escalate unresolved or high-priority incidents to senior IT personnel in a timely manner.

Asset Management:

Maintain accurate inventory of hardware assets including desktops, laptops, printers, and other peripherals. Coordinate the deployment, replacement, and decommissioning of IT equipment in accordance with company policies and lifecycle standards.

Required Skills and Qualifications:

Problem-Solving:

Demonstrated ability to quickly assess and resolve a wide range of technical issues with a proactive and analytical approach.

Communication:

Excellent verbal and written communication skills, with the ability to explain complex technical concepts in a clear and user-friendly manner.

Customer Service Focus:

Committed to delivering high-quality support and a positive experience for internal users through responsive and solution-oriented service.

Organizational Skills:

Capable of managing multiple tasks simultaneously, prioritizing effectively, and working efficiently in fast-paced environments.

Security Awareness:

Strong understanding of IT security protocols, with experience in keeping systems secure and up to date.

Professional Experience:

Proven background in IT support and help desk roles, with hands-on experience using ticketing systems and remote support tools.

Additional Technical Competencies:

Knowledge of IT operations and infrastructure Familiarity with ITIL processes and best practices Experience with mobile device management (MDM) and BYOD environmentsProficient in network configuration and troubleshooting Technical understanding of data centers, networking, and cloud infrastructure

Qualifications:

A degree in Computer Science, Information Technology, or a related field. Relevant IT certifications such as CompTIA A+, Microsoft Certified IT Professional (MCITP), or equivalent credentials are strongly preferred. Proven ability to collaborate effectively with colleagues to achieve team and organizational goals. Demonstrates professionalism under pressure and sets a positive example for others. Fosters a respectful, inclusive, and enjoyable work environment. Open to giving and receiving constructive feedback as part of continuous improvement. Maintains strong interpersonal skills and builds positive working relationships across teams.

Additional Information

Hybrid work model
At Bridgemarq Real Estate Services we are committed to attracting, hiring and promoting people based on their skills and abilities to do a job. We support equality of opportunity and culture diversity and are focused on hiring and retaining employees regardless of disability, age, ancestry, color, race citizenship, ethnic origin, place of origin, creed, disability, family status, marital status, gender identity, gender expression, record of offences, sex and sexual orientation. Accommodations for job applicants with disabilities are available upon request during the recruitment process

Job Types: Full-time, Permanent

Pay: $65,000.00-$70,000.00 per year

Benefits:

Company events Dental care Disability insurance Employee assistance program Extended health care Life insurance On-site gym On-site parking Paid time off RRSP match Vision care Wellness program Work from home
Schedule:

8 hour shift Monday to Friday
Application question(s):

Do you have CompTIA A+ certification? Do you have Microsoft Certified IT Professional (MCITP) certification?
Education:

Bachelor's Degree (required)
Work Location: Hybrid remote in Toronto, ON M3C 3K5