IT Support Analyst – Onsite in Toronto

About the role

We are seeking an IT Support Analyst to join our Toronto office, providing Tier 1 and Tier 2 technical assistance to employees and executives. The role involves troubleshooting hardware, software and network issues while delivering exceptional customer service.

Key responsibilities

• Provide prompt Tier 1 and Tier 2 support via phone, email and in‑person.
• Use Jira Service Management to log, track and resolve tickets.
• Diagnose and resolve hardware, software and network problems to minimize downtime.
• Maintain professionalism and high‑quality customer interactions.
• Communicate technical information clearly to both technical and non‑technical users.
• Identify recurring issues and implement preventative solutions.
• Administer Active Directory, Group Policy, Office 365 and Exchange Online.
• Configure and manage endpoints with desktop and mobile device management tools.
• Assist with patch management and endpoint security measures.
• Contribute to IT projects, technology deployments, testing, documentation and training.
• Ensure compliance with IT policies, security protocols and best practices.

Required profile

• Bachelor’s degree in Information Technology, Computer Science or related field.
• Strong communication skills with the ability to explain technical concepts to diverse audiences.
• Customer‑focused attitude, patience and empathy.
• Ability to work independently and take ownership of tasks.

Required skills

• Jira Service Management
• Active Directory
• Group Policy
• Office 365
• Exchange Online
• Desktop and mobile device management tools
• Patch management
• Endpoint security
• Hardware and software troubleshooting
• Network troubleshooting