Technical Support Analyst II – Help Desk

About the role

We are looking for a Technical Support Analyst II to provide high‑quality desktop and end‑user technology support across our Vaughan office and field locations. The role operates in a hybrid model, requiring regular travel to company sites throughout Ontario and occasional trips to Canada and the United States.

Key responsibilities

• Handle support calls within defined SLAs to maintain productivity.
• Troubleshoot and resolve issues with desktop hardware, software, audio systems, mobile devices, collaboration tools, and network connectivity.
• Communicate status updates to customers throughout the resolution process and document all incidents.
• Coordinate with subject‑matter experts, escalate incidents to Corporate IT when needed, and create or update technical documentation.
• Perform installations, upgrades, imaging of laptops and desktops, and software deployments using MECM.
• Manage mobile devices, maintain asset records, and ensure timely configuration of new equipment.
• Assist with IT infrastructure setup for new project sites or office relocations and support IT‑related projects.
• Adhere to departmental and corporate policies.

Required profile

• Post‑secondary degree or diploma in Computer Technology (preferred).
• 4+ years of experience supporting end‑user technologies in a corporate environment.
• Strong knowledge of Windows 11, Microsoft Office, O365, Outlook, Exchange, Entra, Active Directory, DNS/DHCP, VPN, and wireless networking.
• Excellent communication, problem‑solving, and organizational skills.
• Self‑motivated, customer‑service oriented, and able to prioritize workload.

Required skills

• Windows 11
• Microsoft Office / O365
• Outlook & Exchange
• Entra
• Active Directory
• DNS / DHCP
• VPN
• Wireless networking
• Desktop imaging
• Software packaging
• MECM (Microsoft Endpoint Configuration Manager)
• Mobile device management
• Asset management