IT Support Analyst – Toronto

About the role

We are looking for an IT Support Analyst to join our high‑performing team in Toronto. You will be the first point of contact for internal users and external clients, ensuring fast, reliable resolution of technical issues while delivering a white‑glove experience for senior executives.

Key responsibilities

• Triaging and escalating tickets to the Infrastructure/System Administrator team when advanced skills or permissions are required.
• Owning user problems, communicating status updates, and following up until resolution.
• Providing high‑level customer service and specialized support for senior executives.
• Delivering basic training on desktop applications such as Office 365 and Adobe.
• Creating and publishing support documentation and conducting staff training as needed.
• Administering Active Directory and Office 365 (user accounts, password resets, group management, new‑user setup).
• Ordering, building, and deploying computer hardware, including imaging and data migration.
• Supporting external clients onsite, arranging external technical assistance when required, and participating in on‑call rotation.

Required profile

• 2‑3 years of IT Service Desk or Technical Call Centre experience.
• Incident management experience with clear communication and documentation.
• Experience administering Security Groups, Active Directory, and Office 365 in a Microsoft environment.
• Strong knowledge of Windows operating systems, Office applications, and Android/iOS device support.
• Hands‑on troubleshooting of laptops, tablets, printers, and related peripherals.
• Diploma, high‑school education with technical training, or equivalent on‑the‑job experience.
• Ability to travel to other office locations and lift up to 30 lb of equipment.
• Up‑to‑date Microsoft certifications are an asset.

Required skills

• Active Directory administration
• Office 365 administration
• Windows OS support
• Android and iOS device support
• Outlook troubleshooting
• Hardware deployment and imaging tools
• Incident management processes