IT Support Analyst

Job Category: Information Technology (IT)

Requisition Number: ITSUP001172

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• Posted: April 2, 2025
• Full-Time
• On-site

Locations

Showing 1 location

Description

Job Scope and Responsibilities:

• Deliver technical support to employees and customers, utilizing phone, email, or in-person methods.
• Accurately diagnose and resolve hardware and software issues on various devices such as desktops, laptops, and mobile devices.
• Install, configure, and manage hardware and software, including but not limited to printers, scanners, and other peripherals.
• Monitor and ensure the smooth functioning of computer systems and networks.
• Efficiently identify issues requiring more advanced intervention and escalate these to the relevant IT personnel.
• Maintain accurate records of IT equipment and assist in inventory management.
• Contribute to IT-related projects on an as-needed basis.

Job Qualifications:

• An associate degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• At least 2 years of experience in a help desk or technical support role is preferred.
• Solid knowledge of Microsoft operating systems and applications, especially Office 365.
• At least 2 years’ experience of MS Office 365 Administration.
• At least 2 years’ experience of Active Directory and Azure domain services.
• At least 2 years iOS (iPhone & iPad) support experience.
• Experience of supporting various peripherals such as scanners, printers, plotters, etc.
• Basic understanding and experience of networking technologies and protocols, such as TCP/IP, DNS, DHCP, VPN, VLANs, Firewall management.
• Proven skills in troubleshooting and resolving both hardware and software issues.
• Exceptional communication and customer service skills, capable of explaining technical concepts in easy-to-understand terms.
• Ability to work independently, effectively prioritize tasks, and manage time in a dynamic environment.
• Ability for occasional travel to other offices within the USA.
• Ability to lift 50 lbs.

Previous Experience with the Following is an Asset (but not required):

• Virtualization software (e.g., VMWARE).
• Backup processes/software (VEEAM).
• SQL databases administration/support.
• Analytics tools such as Tableau.
• Knowledge of customer relationship management (CRM) and enterprise resource planning (ERP) systems.
• Firewall technologies, specifically Fortinet Firewalls, switches, and Access Points.
• An understanding of Linux Servers.
• Ticket management systems.
• Manage Engine software/services Suite.
• Hardware Image Tools (e.g., Acronis, MDT, SCCM, Manage Engine).
• VOIP Phone technologies.
• Valid passport eligible to travel to Canada (an asset but not essential).

Qualifications

Education

Preferred

Bachelors or better in COMPUTER SCIENCE.