IT Support Analyst III

Novarc Technologies Inc•Burnaby, BC

7h•CA$95,000 - CA$116,000

About The Position

The IT Support Analyst III is a critical member of our IT team, providing escalated technical support for desktop systems, network infrastructure, server environments, and cloud platforms. This role serves as a primary point of escalation from the Tier I and II helpdesk teams, resolving complex technical issues, maintaining a secure IT environment, and ensuring minimal disruption to business operations. Additionally, the IT Support Analyst III will be responsible for the administration and maintenance of our Google Workspace environment, ensuring optimal performance, security, and automation of routine tasks.

Requirements

Minimum of 3-5 years of experience in an advanced desktop support, systems administration, or Tier III support role.
Bachelor's degree in Information Technology or a related field, or equivalent hands-on experience.
Strong, in-depth knowledge of Windows, macOS, and Ubuntu operating systems for end-user support.
Proficiency in diagnosing and troubleshooting complex hardware and software issues.
Solid understanding of operational cybersecurity principles (IAM, MFA, endpoint protection, vulnerability management) and experience managing security tools.
Solid experience with network administration, including TCP/IP, DNS, DHCP, and VPNs.
Experience with server administration (Windows Server and Ubuntu/Linux).
Familiarity with cloud platforms (AWS, Azure, GCP) and supporting cloud-based infrastructure.
Extensive experience with Google Workspace administration and security.
Excellent problem-solving and analytical skills with a focus on root-cause resolution.
Strong communication and interpersonal skills, with the ability to translate technical concepts to non-technical users.
Ability to work independently, manage multiple priorities, and collaborate effectively as part of a team.

Nice To Haves

Familiarity with scripting/automation (PowerShell, Bash, Python)
ITIL/ITSM best practices
Experience with Sophos and Ruckus devices
Relevant certifications (e.g., CompTIA A+, Network+, Security+, Server+, Linux+, AWS/Azure Cloud certifications, Google Workspace Administrator)

Responsibilities

Serve as the primary point of escalation from Tier I and Tier II support for complex desktop, network, and server-related issues.
Diagnose and resolve advanced hardware and software problems across Windows, macOS, and Ubuntu environments.
Provide advanced troubleshooting for network connectivity, printing, and other technical issues.
Document all support activities, resolutions, and root-cause analyses in the IT ticketing system.
Manage and execute backup and disaster recovery restore services as required.
Act as a frontline defender for IT security by monitoring, managing, and responding to alerts from endpoint protection (EDR/Antivirus) systems, specifically Sophos.
Enforce identity and access management (IAM) best practices, ensuring the principle of least privilege is applied across all systems and directories.
Assist in vulnerability management by ensuring timely OS and third-party application patching across desktop and server environments.
Promote security awareness among end-users and assist in the remediation of security incidents (e.g., phishing reports, malware containment).
Perform network administration tasks, including troubleshooting connectivity issues, managing network devices, and monitoring network performance.
Provide server support, including server maintenance, patching, and troubleshooting for Windows and Linux (specifically Ubuntu) servers.
Assist in the administration, monitoring, and support of corporate cloud environments (e.g., AWS, Azure, or GCP).
Assist with the design, implementation, and maintenance of network and server infrastructure.
Application installation, maintenance and support.
Manage user accounts, groups, and permissions within Google Workspace (experience with automation tools like GAM is a plus).
Configure and maintain Google Workspace applications, including Gmail, Drive, Calendar, and Meet.
Implement, enforce, and audit security policies and compliance for Google Workspace.
Provide training and support to users on Google Workspace applications.
Ensure that data protection mechanisms and backups are in place and operating properly.
Create and maintain technical documentation, including knowledge base articles and troubleshooting guides.
Mentor, train, and provide technical guidance to Tier I and II help desk staff.
Assist in the creation and refinement of IT standard operating procedures (SOPs).
Assist with, and occasionally lead, IT projects as assigned by the Director.
Contribute to the evaluation, testing, and implementation of new technologies.
Other duties as assigned.