Associate IT Support Analyst

Role overview

Responsibilities

• Troubleshoot and resolve basic to moderately complex software and hardware issues.
• Provide training and technical assistance on Windows, Microsoft Office including Outlook, and web browsers.
• Investigate root causes and take steps to prevent recurring problems.
• Resolve requests under service-level agreements and escalate issues when needed.
• Record calls in an ITSM ticketing tool with clear, concise language.
• Guide users through business applications and follow established communication procedures.
• Interact with employees by phone, chat, email, and in person.

Skills and experience

• Degree or diploma in a computer-related program, or equivalent IT experience; minimum 1 year in IT or helpdesk.
• In-depth technical experience with Intel-based PCs and laptops; enterprise experience with 3,000–4,000 users.
• Experience with remote support and monitoring tools, including SCCM and SolarWinds, and ServiceNow ticketing.
• Experience with Active Directory, Domain Services, Windows, Microsoft Office/365, LAN/WAN, VPN, and mobile technologies.
• Strong interpersonal and written and verbal communication skills; able to manage user expectations.
• Deskside experience and Windows-based certifications such as MCP or MCSE are assets.
• French and English bilingualism is an asset.

Work environment

• The role involves employee support in person as well as by phone, chat, and email.
• The posting describes a home office building with onsite amenities.

Compensation and benefits

• Expected annual salary range is $55,223–$73,170; placement depends on experience, qualifications, and skills.
• Benefits include an annual bonus plan, pension, parking allowance, flexible benefits, paid vacation, wellness support, and volunteer opportunities.