IT Support Analyst

Armstrong Fluid Technology•Toronto, ON

4d•Onsite

About The Position

The IT Support Analyst role is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving end user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. This position is located in Toronto, Canada.

Requirements

Diploma or degree in Information Technology, Computer Science, or related field (or equivalent work experience).
2+ years of IT support experience.
Experience with Microsoft Windows, macOS, Microsoft 365, Active Directory, and networking fundamentals.
Strong analytical and problem-solving skills.
Excellent communication and interpersonal abilities.
Ability to manage multiple priorities in a fast-paced environment.
Familiarity with cybersecurity principles.

Nice To Haves

Knowledge of ITIL principles and best practices (ITIL certification an asset).
Experience with ITSM frameworks (e.g., ITIL) and service management tools (e.g., ServiceNow, Manage Engine).
CompTIA A+, Network+, or Security+.
Microsoft Certified: Modern Desktop Administrator Associate

Responsibilities

Provide Tier 1/Tier 2 technical support for hardware, software, and network issues.
Build, maintain and troubleshoot desktop, laptop, and mobile devices, ensuring optimal performance.
Record, track and document actions taken, through to final resolution within the Service Desk tool.
Escalate items to supervisors or specialized teams when relevant.
Perform post-resolution follow ups as required.
Ensure consistent operation of common/shared hardware, i.e. printers, meeting room devices, etc.
Build rapport with users.
Manage user accounts, permissions, and access rights in Active Directory, Microsoft 365, and other enterprise systems.
Maintain and support printers, AV equipment, and peripheral devices.
Ensure assets are consistently registered.
Contribute to documentation for technical procedures, configurations, and troubleshooting steps.
Contribute to knowledge base articles, technical procedures, configurations, troubleshooting steps and self-service resources for end-users.
Ensure compliance with IT policies, security protocols, and data protection regulations.
Collaborate with global IT and application teams when needed.
Assist in evaluating, testing, and implementing new technologies.