IT Analyst

Job Title: IT Analyst

Purpose of the Role:

The IT Analyst is responsible for delivering first and second-line technical support to internal staff, both in-office and remote. This role requires strong problem-solving abilities and a proactive approach to identifying, diagnosing, and resolving a wide range of technical issues-from routine support requests to more complex challenges. In addition to support duties, the role includes a variety of administrative tasks related to IT systems and services.

Why Join Us?

If you enjoy solving problems, embracing challenges, and continuously learning, you’ll thrive in our team. This is a dynamic environment where both your technical expertise and customer service skills will be essential. You’ll have the opportunity to grow professionally while making a real impact across the business. We are committed to fostering a positive and engaging workplace where your contributions are valued.

Key Responsibilities:

• Provide effective first and second-line desktop and application support to all internal users
• Maintain and support the company’s IT infrastructure and systems
• Troubleshoot and resolve IT issues efficiently, escalating to the IT Manager when necessary
• Configure and deploy new laptops, desktops, and mobile devices
• Install and maintain authorised software
• Maintain accurate logs of hardware and software faults
• Resolve network and connectivity issues
• Ensure service desk SLAs are met and provide high-quality customer service
• Communicate the status of issues and resolutions clearly and promptly to users
• Document support procedures and create user guides as needed
• Deliver internal user training when required
• Monitor and report on IT issue trends and performance metrics
• Identify and suggest improvements to existing systems and processes
• Stay up to date with emerging technologies and recommend relevant tools and solutions

Required Education & Experience:

• Degree in IT, Computer Science, or a related discipline
• Proven experience in 1st and 2nd line IT support
• Experience supporting users via phone, email, and in person
• Familiarity with Office 365 environments
• Hands-on experience with Cisco networking technologies
• Working knowledge of Microsoft Azure and other cloud platforms
• Experience with Microsoft Power Automate
• Proficiency with Azure Active Directory
• Familiarity with Microsoft Intune (MDM)
• Experience managing user accounts (creation, updates, deactivation)
• Understanding of ITIL frameworks
• A genuine interest in technology and continuous learning

What You Bring to the Team:

• Strong passion for IT systems and modern technology
• Excellent attention to detail and a methodical approach to troubleshooting
• Strong communication skills with a customer-focused mindset
• Ability to work independently and manage time effectively
• A collaborative spirit and willingness to contribute ideas and support peers
• High level of dedication and drive to deliver excellent IT services
• Positive attitude and adaptability in a fast-paced, evolving environment

Perks and Benefits

• Day off on your birthday
• Enhanced Benefits with Health and Dental Coverage
• We offer a Registered Retirement Savings Plan (RRSP) Matching Program
• Downtown Location
• Vacation Days increase after 2 and 5 years’ service

50348CN

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