Information Technology Support Analyst

The primary focus of this role is to deliver ongoing technology support to staff throughout North America, acting as a bridge between IT and other departments to drive effective collaboration and strong outcomes. The person in this position will champion operational consistency in resolving user requests, also engaging in continuous improvement initiatives and aligning digital services with broader organizational objectives.

Typical responsibilities involve assisting team members with setup and maintenance of equipment, managing user profiles, and addressing business software inquiries including ERP and SaaS tools. Additionally, this role evaluates service performance, suggests process enhancements, and strives for a unified, high-quality experience across all user groups.

• Supervise daily operation of technical support systems, oversee support ticket workflow, access controls, and ensure optimal service performance throughout the organization.
• Support platforms for interdepartmental collaboration and staff training on technology procedures.
• Facilitate connections between business software and other IT platforms, and handle IT asset lifecycle.

• Provide timely assistance to onsite and remote staff, maintaining a friendly and responsive support environment.
• Communicate clearly, document resolution steps, and coordinate across business teams for multi-faceted issues.
• Oversee escalation protocol, asset tracking, and contribute to documentation of IT services.
• Ensure compliance with best practices for IT operations and company-wide security guidelines.

• Generate and maintain dashboards to track service desk performance and user satisfaction.
• Offer business insights based on incident metrics, and drive process refinement based on trends identified.

• Foster a commitment to reliable and effective technical support anchored in strong client service values.
• Identify new opportunities for automation and service enhancement, maintain troubleshooting knowledge base, and support peer development through ongoing training.

• Provide support to IT leadership during planning sessions and budgeting cycles.
• Work with external providers to improve technology experiences and deliver on project needs.

• Bachelor’s degree in a technology-related discipline or equivalent certification/training background
• Approximately 3-5 years’ relevant experience in high-performing technology support environments
• Professional credentials in workplace technologies and IT frameworks are a plus
• Familiarity with IT service management practices and real-world application of industry standards
• Excellent communication abilities; comfortable explaining technical topics across varying skill levels
• Experience with common operating systems, productivity software, business applications, and network concepts
• Skilled with analytics and reporting tools for operational insights
• Demonstrated problem-solving capacity and technical diagnostic capabilities
• Quick to adapt to new challenges and technologies, able to prioritize independently
• Commitment to quality, proactive improvement, and customer satisfaction

This role is based primarily in an office setting but may occasionally require activity outside the standard workspace. The work schedule generally follows regular business hours, though flexibility is needed to meet peak periods, which may include overtime or weekend shifts.

While travel is rare, the ability to visit other company sites within North America is needed. The environment can be fast-paced with focus on balancing multiple priorities; leadership is available for support and guidance as needed to ensure the highest standards of service.