IT Client Support Analyst

Salary Range: $57,293.00 To $65,000.00 Annually

1 University Ave, Suite 1700 Toronto, ON M5J 2P1

New Role

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As a member of the IT Corporate Services team at Canada Lands Company (CLC), the Client Support Analyst provides first-line Tier 1 IT support to employees and business users across CLC locations. The role is responsible for receiving, prioritizing, documenting, analyzing, and resolving end-user incidents and service requests within established service levels, using approved IT service management tools and escalation processes.

The analyst provides hands-on and remote support for end-user devices, Microsoft 365 productivity tools, access requests, connectivity issues, and standard business applications, while escalating more complex technical, cybersecurity, infrastructure, or vendor-related issues to the appropriate Tier 2, security, infrastructure, or third-party support teams.

This role is based in Toronto and provides support to IT initiatives and end-user communities across Canada Lands Company locations, including remote and hybrid users as required.

• Via the IT Support Desk, provide Tier 1 customer support, incident management, issue analysis and problem-solving for all reported IT problems.
• Accurately log incidents, service requests, knowledge articles, resolutions, and escalation details in Service Now ITSM, maintaining timely ticket updates and supporting service reporting for IT leadership.
• Provide one-on-one end-user support and problem resolution through approved support channels, including telephone, email, Microsoft Teams, remote support tools, and in-person assistance when required.
• Prioritize work orders/IT tickets according to severity.
• Analyze and resolve common end-user IT issues, including password resets, Microsoft 365 questions, laptop hardware issues, connectivity problems, standard application support, endpoint security alerts, and suspected phishing or cybersecurity events.
• Recognize and elevate deeper and more complex issues to Tier 2 support analysts.
• Use Service Now ticket data to identify trends, recurring issues, and service improvement opportunities for proactive maintenance or problem management.

• Perform in-person, on-site installations, troubleshooting, upgrades, maintenance and repairs of desktop/laptop hardware, printers, multi-function printers, smartphones, tablets, desk telephones and other peripherals.
• Support approved business technology and endpoint equipment used across CLC locations, including peripherals, collaboration devices, and location-specific equipment where applicable.
• Diagnose and resolve minor wired (LAN) and wireless (Wi-Fi) network connectivity issues.
• Maintenance and troubleshooting of end-user mobile hardware, software, and peripheral devices.
• Where necessary, assist infrastructure or network support teams with basic connectivity troubleshooting, device setup, cabling coordination, wireless access point support, and related on-site activities.
• Test desktop/laptop and other software and hardware to evaluate ease of use and whether product will aid user in performing business tasks.
• May be required to prepare IT purchase order. Additionally, responsible to confirm physical receipt of goods.

• Administer standard user lifecycle requests, including network accounts, Microsoft 365 accounts, mobile device access, group memberships, application access, and related security permissions for new, departing, or changing employees.
• Provide end-user guidance and support for Microsoft 365 productivity and collaboration tools.
• May also lead informal technical knowledge transfer sessions with end users.
• Provides a variety of end user support including the setup, installation, and configuration of desktop, laptop, operating systems, and office productivity software.

• Support endpoint management activities, including patching, software deployment, operating system deployment, device compliance, and hardware and software inventory updates through approved management tools.
• Install, monitor, and support approved endpoint protection tools and ensure endpoint security status is current and compliant.
• Provide first-level triage and escalation support for cybersecurity alerts and user-reported events, including malware, phishing, suspicious email, endpoint protection alerts, and access-related security concerns.

• A relevant college diploma or university degree in Information Technology, Computer Science, Computer Engineering is required, or equivalent experience.
• Minimum of three (3) years of experience in an IT role, including experience with customer service
• ITIL Foundations Certification is preferred.
• A thorough understanding of personal computing, mobile device support, printers, peripherals, collaboration devices, and related software components is essential.
• A general understanding of networked environments including patch…