IT Support Analyst

IT Support Analyst  We are seeking an IT Support Analyst to join our dynamic team of high-achieving professionals dedicated to delivering exceptional service in Toronto.
Responsibilities   Triaging and/or escalating tickets to the Infrastructure/System Administrator support team where more advanced technical skillsets or access permissions are required.
Taking ownership of user problems, following up the status of problems on behalf of the user, and communicating progress in a timely manner.
Maintaining a high degree of customer service for all support queries and adhering to all service management principles, while also providing white‑glove specialized service to Senior Executives when required.
Providing basic in‑house training in desktop applications used within the organization (Office 365, Adobe, etc.).
Publishing support documentation to assist staff with requests for information and providing staff training if required.
Administering Active Directory and Office 365, including creating user accounts, resetting passwords, creating groups, and setting up new users.
Ordering, building, and deploying computer hardware such as desktops, laptops, docking stations, multiple monitor setups, transferring profiles/data from old equipment to new, and managing imaging tools or software to deploy new hardware efficiently.
Supporting external clients onsite within their own networks, tenants, domains, hardware, software, and other general IT support needs as required.
Arranging for external technical support where problems cannot be resolved in house.
Participating in an on‑call rotation for after‑hours support as scheduled.
Qualifications   2–3 years of prior IT Service Desk and/or Technical Call Centre experience.
Incident Management experience, including managing incidents, communicating business expectations, documenting resolution, and providing related incident closure notes.
Experience administering Security Groups, Active Directory, and Office 365 in a Microsoft‑based office environment (legacy/on‑premise or cloud‑based).
Strong knowledge of Microsoft based operating systems with emphasis on Windows and Office applications, plus Android/iOS device and software support.
Experience troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation).
A diploma or high school education with additional technical training, or equivalent on‑the‑job training or experience in a technical support capacity.
2–3 years of additional troubleshooting experience with end‑user hardware or software (laptops, cell phones, tablets, drivers, printers, etc.).
Strong knowledge of Windows O/S, Server O/S, and other common Microsoft application use.
Willingness to travel to other office locations as required.
Ability to lift up to 30 lbs (computer equipment) as needed.
Up‑to‑date Microsoft certifications considered an asset.
Excellent communication skills in person, written (email), and verbal (telephone).
Demonstrated understanding of the needs of the customer and the ability to anticipate, meet, and exceed those needs.
Experience documenting new and existing processes to achieve standardization and modernization.
Demonstrated high level of accountability, reliability, adaptability, and innovation in accomplishing day‑to‑day work and long‑term goals.
Readily shares information, knowledge, and personal strengths.
Seeks to understand and build on differing perspectives of others to enhance team efficiency and quality outcomes.
Benefits   Competitive compensation.
Extended health care and dental benefits.
A retirement savings plan with company contributions.
A suite of health & wellness offerings.
Mental health programs and support for you and your family.
Assistance for the completion of industry designations.
Learning by working alongside our experts.
Base salary: $55,000 - $67,000 annually. Salary will vary depending on local market conditions, geography, and relevant job‑related factors such as knowledge, skills, qualifications, experience, and education or training.
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