IT Systems Support Analyst

We are currently seeking an IT Systems Support Analyst to join our Information Technology team. As an IT Systems Support Analyst, you will be a part of a dynamic global team providing real time support to the Toronto office, as well as servicing multiple partnering offices across North America and the UK . You will be responsible for deployment, standardization and maintenance of client side information technology solutions. All technology tasks will be expected to meet (and/or exceed) Service Level Agreements (SLAs). Additionally, this role will take advisement from supporting Infrastructure resources.

Reporting to the Manager, IT Service Delivery, this customer-focused role supports fast-paced Architecture, Engineering, and Interior Design teams by resolving IT issues, requests, and projects quickly and with minimal business disruption.

This position is required to be onsite.

• Diagnoses, troubleshoots, and fixes hardware, software, network, and user account issues across multiple platforms (Windows) in a timely manner
• Deploys, configures, patches, updates or rolls out approved software, operating systems, and security updates, ensuring compliance with standards and policies
• Manages iOS and Android mobile devices using MDM solution (Intune)
• Documents all support tasks, resolutions, workarounds in the ticketing system; maintain knowledge base or runbooks
• Assists with user onboarding/offboarding: setup new user accounts, permissions, setup hardware, IT orientation
• Assists in maintaining internal IT policies and procedures and ensure support work is compliant
• Maintains asset inventory
• Liaises with third-party vendors and contractors when needed for specialized support, warranty work, or software/hardware escalations; ensure service levels are met

• Prior experience working on Service Desk teams, desktop and mobile support, and IT Operations
• Possesses strong verbal and written communication skills in English
• Demonstrates excellent customer service skills
• Possesses strong analytical skills
• Expertise with Active Directory, O365 and Azure environments, including Teams, Outlook, Office Apps, Windows Desktop Management and Endpoint Manager (Intune)
• Proficiency in Microsoft Windows 11 Operating Systems, iOS, and Android OS
• College Diploma or University Degree in Information Technology or equivalent experience is required
• IT Certifications in ITIL, Microsoft, CISCO considered an asset

• 3-5 years' experience
• Salary Range: $60,000.00 - $90,000.00 /annually