End User Support Analyst

About the role

The End User Support Analyst joins KPMG’s Ontario region to provide on‑site IT assistance to employees and partners. Working from the Bay Adelaide Centre, you will handle a wide range of technical issues and contribute to the smooth operation of the firm’s technology environment.

Key responsibilities

• Troubleshoot and resolve Level 1‑3 support tickets received via phone, chat, or self‑service portal.
• Document incidents and manage severity levels in ServiceNow.
• Configure, image, and deploy PCs with core environment and practice‑specific software.
• Install updates, patches, and configure software applications.
• Support hardware devices including PCs, printers, peripherals, and mobile devices (iOS and Android).
• Provide technology training to new hires in person or virtually.
• Assist with asset management, inventory tracking, and participate in IT projects.
• Participate in after‑hours on‑call rotation as needed.

Required profile

• Minimum 3 years of deskside, virtual, or help‑desk support experience.
• Strong interpersonal and communication abilities.
• Ability to prioritize, multitask, and work in a fast‑paced environment.
• Flexibility to work shifts between 8:00 am‑7:00 pm EST, including weekends and statutory holidays when required.

Required skills

• Microsoft 365 and Microsoft Teams
• Windows 11 operating system
• iOS and Android mobile device support
• ServiceNow ticketing system
• PC imaging and hardware troubleshooting (PCs, printers, peripherals)
• Fundamental networking concepts, file servers, and wireless technology

What we offer

• Base salary range $47,000 – $71,500 CAD
• Potential bonus awards