IT Client Support Analyst

Canada Lands Company•Toronto, ON

10h•CA$57,293 - CA$65,000•Hybrid

About The Position

As a member of the IT Corporate Services team at Canada Lands Company (CLC), the Client Support Analyst provides first-line Tier 1 IT support to employees and business users across CLC locations. The role is responsible for receiving, prioritizing, documenting, analyzing, and resolving end-user incidents and service requests within established service levels, using approved IT service management tools and escalation processes. The analyst provides hands-on and remote support for end-user devices, Microsoft 365 productivity tools, access requests, connectivity issues, and standard business applications, while escalating more complex technical, cybersecurity, infrastructure, or vendor-related issues to the appropriate Tier 2, security, infrastructure, or third-party support teams. This role is based in Toronto and provides support to IT initiatives and end-user communities across Canada Lands Company locations, including remote and hybrid users as required.

Requirements

A relevant college diploma or university degree in Information Technology, Computer Science, Computer Engineering is required, or equivalent experience.
Minimum of three (3) years of experience in an IT role, including experience with customer service
A thorough understanding of personal computing, mobile device support, printers, peripherals, collaboration devices, and related software components is essential.
A general understanding of networked environments including patch panels, switches, routers, storage arrays, Wi-Fi and other network communications equipment.
Proficiency with the use of Active Directory, Microsoft Office Suite, Adobe Acrobat/Sign and Windows Operating Systems is required.
Basic hands-on knowledge of Microsoft 365 administration, Microsoft Entra ID or Active Directory, endpoint management tools, and approved endpoint protection platforms is required.

Nice To Haves

ITIL Foundations Certification is preferred.
The analyst has received or is working towards appropriate Microsoft designation.
Bilingualism in English and French is an asset and may be required depending on business support needs and location coverage.

Responsibilities

Provide Tier 1 customer support, incident management, issue analysis and problem-solving for all reported IT problems via the IT Support Desk.
Accurately log incidents, service requests, knowledge articles, resolutions, and escalation details in ServiceNow ITSM, maintaining timely ticket updates and supporting service reporting for IT leadership.
Provide one-on-one end-user support and problem resolution through approved support channels, including telephone, email, Microsoft Teams, remote support tools, and in-person assistance when required.
Prioritize work orders/IT tickets according to severity.
Analyze and resolve common end-user IT issues, including password resets, Microsoft 365 questions, laptop hardware issues, connectivity problems, standard application support, endpoint security alerts, and suspected phishing or cybersecurity events.
Recognize and escalate deeper and more complex issues to Tier 2 support analysts.
Use ServiceNow ticket data to identify trends, recurring issues, and service improvement opportunities for proactive maintenance or problem management.
Perform in-person, on-site installations, troubleshooting, upgrades, maintenance and repairs of desktop/laptop hardware, printers, multi-function printers, smartphones, tablets, desk telephones and other peripherals.
Support approved business technology and endpoint equipment used across CLC locations, including peripherals, collaboration devices, and location-specific equipment where applicable.
Diagnose and resolve minor wired (LAN) and wireless (Wi-Fi) network connectivity issues.
Maintenance and troubleshooting of end-user mobile hardware, software, and peripheral devices.
Assist infrastructure or network support teams with basic connectivity troubleshooting, device setup, cabling coordination, wireless access point support, and related on-site activities.
Test desktop/laptop and other software and hardware to evaluate ease of use and whether product will aid user in performing business tasks.
Prepare IT purchase orders and confirm physical receipt of goods.
Administer standard user lifecycle requests, including network accounts, Microsoft 365 accounts, mobile device access, group memberships, application access, and related security permissions for new, departing, or changing employees.
Provide end-user guidance and support for Microsoft 365 productivity and collaboration tools.
Lead informal technical knowledge transfer sessions with end users.
Provide a variety of end user support including the setup, installation, and configuration of desktop, laptop, operating systems, and office productivity software.
Support endpoint management activities, including patching, software deployment, operating system deployment, device compliance, and hardware and software inventory updates through approved management tools.
Install, monitor, and support approved endpoint protection tools and ensure endpoint security status is current and compliant.
Provide first-level triage and escalation support for cybersecurity alerts and user-reported events, including malware, phishing, suspicious email, endpoint protection alerts, and access-related security concerns.