Job Description

About the Role:

We are seeking a skilled and proactive IT Support Analyst with 4+ years experience to join our growing team. The ideal candidate will have a strong background in end-user support, systems troubleshooting, and IT service management. You will play a key role in ensuring the smooth operation of our IT infrastructure and supporting our customer across various industries.

Key Responsibilities:

Provide Tier 1 and Tier 2 support for Windows 1011 hardware, software, and network issues Utilize Jira ticketing systems for issue tracking and resolution Maintain accuracy in organizational IT asset tracking, account and license auditing, onboarding and offboarding requests Serve as first response for IT Security related inquiries and actioning, including email quarantine reviews and potential malware exposure Perform onsite IT support for new and ongoing projects and initiatives Monitor and respond to service desk tickets in a timely and professional manner Troubleshoot and resolve issues related to Windows 1011, Active Directory, Office 365, VPN, and Peripheral devices Install, configure, update, and maintain desktops, laptops, mobile devices, printers, and peripherals Maintain and update documentation for IT procedures and knowledge base Collaborate with other IT team members to escalate and resolve complex issues Support onboarding and offboarding processes including account provisioning and hardware setup Respond promptly to support inquiries via in-person assistance, Microsoft Teams, phone, or remote support tools. Escalate high-impact or unresolved issues to the fellow Team members or Team Lead as appropriate. Follow up with end users to ensure full resolution of issues and deliver high-quality, customer-focused service. Participate in IT projects and system upgrades as needed Willingness to provide on-call support outside regular business hours

Required Qualifications:

Minimum 4 years of experience in IT support or helpdesk roles Solid understanding of Windows 10 and Windows 11 operating systems Strong knowledge of Active Directory, and Office 365 Experience with ticketing systems (e.g., Jira, ServiceNow, Zendesk, Freshservice) Excellent communication and customer service skills Ability to work independently and manage multiple priorities Experience using remote management and monitoring tools A college degree in Computers, network, security, or a CompTIA A+ or equivalent. Proven experience in desktop support, computer hardware, and computer networking, with a focus on MS365 environments (O365, Teams Voice) A valid Canadian driver licence and ability to travel to customer locations The ability to travel via land or air across Canada on an occasional basis (under 20%) Pass a full background check (including international criminal record check).

Preferred Skills:

MSP experience a strong asset Effective communication and interpersonal skills; speak, read, and write fluently in English Experience working in a team-oriented, collaborative environment Experience with remote support tools (e.g., NinjaRMM, TeamViewer, AnyDesk) CompTIA A+ or Microsoft certification (e.g., MD-100, MD-101) Experience in desktop support or deployment roles, ideally in enterprise environment Experience with user data backup/migration tools (e.g., USMT, OneDrive) ITIL Foundation certification or equivalent knowledge Exposure to cybersecurity tools and best practices

Why Join Us:

Competitive salary and benefits Collaborative and inclusive team environment Opportunities for professional growth and certification support Dental care Disability insurance Extended health care Life insurance Paid time off Vision care
Job Type: Full-time

Pay: $60,000.00-$70,000.00 per year

Schedule:

Monday to Friday On call Weekends as needed
Experience:

Technical support: 4 years (required)
Willingness to travel:

25% (required)
Work Location: In person

Application deadline: 2025-07-30
Expected start date: 2025-07-01