IT Support Analyst; IT

Position: IT Support Analyst (IT)
Overview  The Globe and Mail is a national icon and one of Canada s most recognized media brands. We proudly serve as a trusted destination for Canadians seeking the highest caliber of journalism, and we ve garnered international acclaim for our data visualization, design, and creative storytelling.
We are committed to fostering diversity and inclusivity by reflecting all Canadians in both the stories that we tell and the composition of our workforce. We are proud partners with organizations like Indigenous Works, Pride at Work, the Canadian Centre for Diversity and Inclusion, and we are a signatory of the Black North Initiative. Recognizing the importance of work-life balance, we offer flexible work arrangements and support programs.

We also invest in our employees  growth through training and mentorship opportunities, enabling you to expand your skills and embrace new challenges. No matter your position at The Globe, you ll be an integral part of an organization dedicated to making a positive difference in Canada. Join us.

Position Overview

POSITION OVERVIEW:

The IT Support Analyst will provide technical and troubleshooting assistance to employees across the organization, as well as escalate and assist with complex incidents and projects involving advanced-level IT teams. This role supports onsite and remote users and their endpoint devices, smartphone and collaboration services and associated systems (i.e. Lenovo, Mac OS, Cisco Webex (VoIP), VPN, Microsoft products and other corporate application access).

This position is based out of our Toronto office.

Responsibilities   Actively monitor and manage the service desk support request queue.
Troubleshoot, perform root cause analysis and resolve a variety of hardware/software issues/requests related to computers, smartphones, printers, VPN connections, user accounts, email accounts, application functionality, wireless devices and access, permissions to file directories, etc.
Escalate complex incidents to the relevant IT support team along with the details of the issue and root cause analysis already performed.
Responsible for configuring, programming, and providing training on all endpoint devices such as cellular phones and laptops.
Liaise with multiple wireless vendors, coordinate warranty/repairs and replacements, upgrade and eligibility checks, ESN/SIM programming and troubleshoot problematic devices.
Maintain clear and concise records of user issues using the ticketing system.
Analyze and evaluate support reports and make recommendations to reduce potential calls to the Service Desk.
Perform physical facility-based moves, adds, and changes (MACs), as needed.
Maintain documentation of inventory of all equipment, software and software licenses, FAQ and How To help documents for common issues.
Assist with onboarding of new users.
Plan and participate in appropriate change management activities such as system testing and updates.
Adhere to and support Corporate and IT standards, policies and procedures.

Qualifications   2 – 5 years’ experience with Windows PCs, Apple Macs and Android and iOS mobile devices.
Knowledge of Microsoft Active Directory (Groups, Policies, Security, etc.).
Knowledge of Intune, JAMF, SCCM, Jira (or other ITSM products).

Experience with Windows 10 and 11 OS and Microsoft Office suite of applications.
Demonstrated experience providing remote support using tools such as Beyond Trust, Apple Remote Desktop (ARD), and Microsoft Remote Desktop (MSTSC).
Knowledge of computing and computer systems, hardware, software, peripheral equipment.

Experience with Cisco VoIP telephony and Cisco Webex AV collaboration support and administration.
Strong analytical, organizational and planning skills.
Excellent written and verbal communication skills.

Salary  The base salary for this role ranges from $53,800 to $67,300 per year. Placement within this range depends on a candidate s level of experience, technical skills, and alignment with the role s requirements. Candidates who have been identified as meeting the role s requirements can expect to be near the midpoint of this range, while the upper end is reserved for those with specialized expertise or a…