Analyst, Technical Support

Dream•Toronto, ON

18h•CA$50,000 - CA$65,000•Onsite

About The Position

Dream is looking for an Analyst, Technical Support to provide frontline support and deliver excellent user experience by troubleshooting and resolving hardware and software issues for their 600+ employees. The role supports users in a Windows 11 and macOS environment, using the Microsoft stack (including SharePoint, Intune, Teams, and Microsoft 365/Office 365) and other business applications. This role is within the Dream Office Management Corp., a real estate management division of Dream, providing technical services across all Dream businesses.

Requirements

Strong hands-on experience supporting Microsoft Windows 11 and macOS operating systems, with advanced proficiency across the Microsoft 365 suite, including Outlook, OneDrive, SharePoint, and Teams.
Solid working knowledge of ServiceNow for incident, request, problem, and change management, including software and hardware asset management and Virtual Agent support.
Proven experience supporting and troubleshooting enterprise mobile devices, with in-depth knowledge of iOS and Android operating systems and device management using Microsoft Intune.
College diploma or university degree in Information Technology or a related discipline.
3+ years of experience in an IT Support Analyst or Service Desk role, providing end-user support in a corporate environment, including hardware repair, system builds, software installation, configuration, and ongoing technical support.
Demonstrated experience with employee onboarding and offboarding, end-user training, technical documentation, IT procurement, e-waste handling, and vendor coordination.
Foundational understanding of networking concepts and cloud-based technologies to support effective troubleshooting and issue escalation.
Strong ability to work independently while managing multiple priorities in a fast-paced, service-oriented environment.
Excellent troubleshooting and problem-solving skills, with the ability to quickly learn and adapt to new systems, tools, and technologies.
Customer-focused mindset with a strong understanding of service excellence and the ability to build and maintain positive internal client relationships.
Highly organized with exceptional time management skills, capable of prioritizing tasks effectively while meeting SLAs and business expectations.

Nice To Haves

Technology Certifications: CompTIA A+, ITIL, etc.

Responsibilities

Provide remote and on-site technical support to end users via phone, email, chat, and ticketing systems
Diagnose, troubleshoot, and resolve hardware, software, network, and application issues
Log, track, and manage incidents and service requests through to resolution within SLAs
Escalate complex issues to senior support teams as required
Install, configure, and maintain laptops, mobile phones, peripherals, and standard software
Support user account management, access requests, and password resets
Document solutions, troubleshooting steps, and known issues in the knowledge base
Deliver high-quality customer service by proactively communicating with employees before, during, and after support engagements
Collaborate with internal IT teams to improve support processes and support organizational uptime goals of 99.9%
Educate users on best practices and provide training and guidance to prevent recurring issues and improve technology adoption
Manage IT asset inventory, including hardware and software tracking, audits, lifecycle management, and loaner equipment administration
Prepare, clean, image, and deploy loaner devices; ensure returned equipment is sanitized, updated, and ready for reuse
Oversee procurement activities for IT hardware, including purchasing, vendor communication, receiving, and tracking through ticketing and purchase order systems
Support the rollout and adoption of AI-driven productivity tools (e.g., Copilot, Virtual assistants, automated knowledge bases) to enhance end-user experience
Participate in an after-hours on-call rotation to provide timely support for critical incidents