IT Support Analyst

Location: Whitby

About Us

The company is headquartered in Whitby, Ontario. SIMNET is known for its expertise in cloud computing and its commitment to providing high-quality, reliable, and secure services to its customers.

Our global team is committed to building a community where phenomenal people want to work long term by living our values of passion, focus, innovation, execution, collaboration, active learning and giving back, all with a commitment of being positive by choice in all we do. If you are ready to accelerate, innovate and lead, join us as we challenge constraints and problem solve for tomorrow, today.

Role Summary
The IT Support Analyst plays a critical role in ensuring the smooth operation of computer systems so that end users can perform their work effectively.

In this role, you will receive, prioritize, document, and actively resolve end-user help requests, escalating incidents when necessary to meet SLA expectations. Problem resolution may involve using diagnostic tools and help request tracking systems, as well as providing in-person, hands‑on support at the desktop level, including hardware and peripheral assistance.

Salary Range: 50-65K

Eligible for Discretionary Bonus: YES

Job Type: Full-Time

Vacancy:
Position Available Now

Key Responsibilities

Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end‑user issues.

Build rapport and elicit problem details from service desk customers.

Prioritize incidents and service requests according to defined processes to meet defined SLAs.

Escalate incidents with accurate documentation to suitable technician, when required.

Record, track, and document the service desk incident‑solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.

Deploy pre‑packaged software using distribution tools and processes as requested by end users. Use remote tools and diagnostic utilities to aid in troubleshooting and perform hands‑on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined. Research solutions through internal and external knowledgebase as needed. Identify and learn appropriate software and hardware used and supported by the organization.

Install antivirus software and ensure virus definitions are up to date. Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals. Understanding of basic VoIP principles. Conduct operating system patches and upgrades.

Other tasks and duties as required.

Requirements

Excellent customer service and troubleshooting skills

Critical Thinking skills

Windows 10/11 troubleshooting (desktop, laptop, peripherals, printers)

Microsoft 365 basics (Exchange Online, Teams, SharePoint, One Drive — password resets, account lockouts, email configuration)

Active Directory fundamentals (password resets, account creation, basic group management)

Basic networking (DNS, DHCP, TCP/IP, VPN connectivity troubleshooting)

Basic VoIP / Phone System troubleshooting

Experience performing employee onboarding, offboarding, and role changes

RMM familiarity (N‑able N‑central or equivalent such as Ninja

RMM, Datto)

Ticketing system experience (Zoho Desk or any PSA — Autotask, Connect Wise, Halo)

Documentation platform familiarity (Hudu, IT Glue, or equivalent)

Remote support tools (Screen Connect, Quick Assist, or equivalent)

Nice‑to‑Have

CompTIA Network+ or Security+

Microsoft 365 Fundamentals (MS-900) or equivalent

Basic Power Shell (simple commands, not scripting)

Basic Linux experience (simple commands, not scripting)

What you’ll enjoy about SIMNET

Comprehensive Health & Wellness:
Extended health and dental coverage, plus a flexible health spending account (HSA), help you take care of yourself on your terms.

Financial Wellbeing:
Plan for your future with our group RRSP matching program.

Learning & Growth:
Access continuing education opportunities, professional development programs, and tuition support to grow your skills and advance your career.

Work‑from‑home options:
Fl…