IT Support Analyst
$50,000–$65,000 year
On-siteWhitby, Ontario, Canada
Job Summary
Conduct first-line support across phone, email, portal, and chat channels by triaging and troubleshooting all incoming incidents and service requests. Resolve issues using knowledgebase articles and peer collaboration, assigning correct priority and SLA classifications while ensuring accurate ticket documentation and closure. Escalate unresolved incidents to Tier 2 or Tier 3 with complete action logs, provide end-user guidance, and maintain the knowledgebase for recurring topics. Monitor team queues and system alerts, validate policy compliance, and contribute to light project work such as device audits and data validation.
Required Qualifications
- Windows 10/11 troubleshooting (desktop, laptop, peripherals, printers)
- Microsoft 365 basics (Exchange Online, Teams, SharePoint, OneDrive — 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 NinjaRMM, Datto)
- Ticketing system experience (Zoho Desk or any PSA — Autotask, ConnectWise, Halo)
- Documentation platform familiarity (Hudu, IT Glue, or equivalent)
- Remote support tools (ScreenConnect, Quick Assist, or equivalent)
- Organized
- Detail-oriented
- Capable of contributing to light project work independently
- 100% onsite position
Desired Qualifications
- CompTIA A+ or Network+
- Microsoft 365 Fundamentals (MS-900) or equivalent
- ITIL Foundation awareness
- Basic PowerShell (simple commands, not scripting)
- Basic Linux (simple commands, not scripting)
- Any MSP-specific experience (multi-tenant, multi-client environments)
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