IT Support Analyst
On-siteMarkham, Ontario, Canada
Job Summary
Provide Level 1 technical support for staff by troubleshooting network, computer, and software systems, escalating requests to third-party providers as needed. Manage endpoint operating systems, including patching and inventory control, while handling hardware diagnostics and repair. Process employee onboarding and offboarding, ensure assets are updated in the management system, and maintain IT hardware inventory. Develop and update Service Desk documentation, provision user accounts, and enforce cybersecurity initiatives like MFA and vulnerability remediation. Identify recurring issues to recommend process improvements and ensure service level agreement targets are met. Work with third-party vendors to support Microsoft 365, SharePoint, and VOIP/SIP phone systems.
Required Qualifications
- Bachelor's degree/college diploma in Information Technology or a related field OR equivalent professional experience
- 3 years of direct experience in providing technical support, IT project involvement in a team environment
- Demonstrated experience working in a client facing position within an ITIL context
- Proven experience working with supporting a Microsoft Cloud (365, Azure) environment
- Previous experience supporting and deploying VOIP and/or SIP phone systems
- Previous experience with 3rd party vendor Management
- Ability to work independently and manage time effectively
- Strong analytical and troubleshooting skills with ability to communicate with all levels of the organization effectively and professionally
- Demonstrated high customer service orientation, and the capability to manage and prioritize customer expectations
- Must be able to lift devices and boxes up to 40lbs
- Willing to occasionally visit offices in the Greater Toronto Area
- Strong preference for candidates with access to a vehicle
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