IT Associate

Quarterhill

19d

About The Position

Works independently under general direction of IT team Leader; is highly organized; can communicate regularly on project and task progress; responsible for resolving issues in a timely manner; must possess excellent communication skills both written and verbal. Candidates must have strong work ethics and possess the ability to work with minimal supervision.

Requirements

Ability to triage and understand highly technical software and hardware problems.
Very well organized and has an ability to prioritize and coordinate multiple issues concurrently.
Excellent ability to communicate (verbally and written) as this position will communicate directly with end users.
Maintains regular and predictable attendance for assigned shift.
Must be able to lift equipment up to 40lbs on a regular basis.
High school Diploma or equivalent required
Two or more years working in a Support Services/Help Desk environment required
Windows 10, Windows 11, Pro and Enterprise versions
Windows Server 2012, Windows Server 2016, Windows Server 2019
Windows 2016 & 2019 Active Directory User Admin
Office 365 User Administration
Azure User Administration
MS Intune Mobile Device Administration
MS MFA User Administration
MS Exchange User and Groups Administration
MS Entra User Administration
MS Office 2016, MS Office 365 (Word, Excel, PowerPoint, OneNote, Outlook, Publisher)
ServiceNow Ticketing Knowledge
PaloAlto Global Protect VPN Support Knowledge
Beginner knowledge Cisco networking hardware
Some Call Center Experience a must
Understanding of PCI and SOC concepts
Beginner knowledge of PowerShell scripting
Microsoft Defender

Responsibilities

Provide technical assistance and support for all incoming queries and issues related to computer systems, software, and hardware.
Install, test and configure new workstations, peripheral equipment and software.
Respond to email messages, teams messages, and ticketing system for customers seeking assistance.
Ask questions to determine nature of problem.
Walk customer through problem-solving process.
Run diagnostic programs to resolve problems.
Install computer peripherals for users.
Follow up with customers to ensure issue has been resolved.
Gain feedback from customers about computer usage.
Take ownership to monitor and respond quickly and effectively to requests received through the IT helpdesk and Central Support for escalations.
Modify configurations, utilities, software default settings, etc. for the local workstation.
Maintain inventory of all equipment, software and software license.
Administer user accounts in Active Directory, 3rd party applications as well as internal applications.
Monitor and review alerts generated within Microsoft Defender Security Center.
Perform initial classification of alerts to identify false positives, benign events, or legitimate threats.
Investigate alert details including process trees, file paths, device information, user context, and behavioral indicators.
Execute basic automated response actions such as isolating a device, collecting investigation packages, or running antivirus scans.
Document initial findings and escalate high‑severity or suspicious cases to Level 2/Incident Response teams following established playbooks.
Track and verify alert resolution status to ensure no outstanding or unassigned incidents remain.
Identify patterns in recurring alerts and report potential misconfigurations or tuning opportunities.