IT Support Analyst

Child Development Institute•Toronto, ON

26d•Hybrid

About The Position

Reporting to the Manager, IT Support Services, we are hiring an IT Support Analyst on a permanent, full-time basis. As our new IT Support Analyst, you will provide Level 1 and Level 2 technical support across multiple locations, with a focus on Microsoft 365, Azure Active Directory (Azure AD) user and license administration, endpoint configuration through Intune, and SaaS platform support. You will be responsible for onboarding and offboarding staff, resolving incidents and service requests, preparing and deploying devices, and assisting with operational IT tasks. You will assist with basic network and server tasks under guidance from senior team members and escalate complex infrastructure or security changes when required. Your work will directly enable teams to deliver essential community services without interruption. This existing vacancy is a full-time, hybrid position, with on-site work on Mondays plus two additional in-office days and two remote days per week. Initial onboarding and training will take place fully on-site for four (4) weeks. The role requires flexibility to adjust on-site days as needed, travel to nearby locations outside the downtown Toronto core, and provide support outside standard business hours during peak project periods.

Requirements

You have a customer-first approach and are driven to empower users with the knowledge they need to use technology effectively.
You communicate clearly, calmly, and patiently with non-technical users, providing step-by-step guidance when needed.
You build trust through collaboration and have experience producing documentation, SOPs, and user-facing guidance that support consistent adoption.
You have experience supporting multi-site IT environments, managing service requests through ITSM platforms such as Jira Service Management, and owning issues from initial report through resolution.
You have hands-on experience troubleshooting Windows, macOS, and Linux environments, supporting endpoint devices, peripherals, and mobile platforms.
You administer Microsoft 365 services (Outlook, Teams, SharePoint, OneDrive, Office apps) and manage Azure AD for user provisioning, licensing, and access controls.
You support device management through Microsoft Intune and leverage PowerShell for administrative tasks, reporting, and basic automation.
You have familiarity with basic LAN and WiFi troubleshooting, network hardware (including switches, firewalls, and wireless access points), and Windows Server basics such as Active Directory and file services.
You are prepared to support an environment of 200+ devices across multiple locations.
You prioritize service requests effectively while maintaining clear communication with users and internal stakeholders.
You maintain accurate records of tickets, assets, and system configurations, ensuring consistent workflow management and adherence to support procedures.
You have the flexibility to work within a rotational on-call schedule.

Nice To Haves

Experience with Ubiquiti environments is considered an asset.

Responsibilities

Deliver end-to-end technical support. You will provide Level 1 and Level 2 technical support to end users across desktop, mobile, and remote environments. You will troubleshoot and resolve a wide range of issues spanning hardware, operating systems (Windows, macOS, Linux), end-user applications, and peripherals. From initial intake through resolution, you will manage incidents and service requests in Jira Service Management, document solutions, and coordinate escalations or vendor support as required.
Manage cloud environments. You will administer Microsoft 365, including Outlook, Teams, SharePoint, OneDrive, and Office applications. You will perform user provisioning, licensing management, and access administration within Azure AD. You will build automation for administrative tasks and reporting using PowerShell.
Oversee device and access lifecycle management. You will play a key role in onboarding and offboarding by preparing devices, provisioning user accounts, managing permissions, issuing and recalling equipment, and ensuring accurate access configuration. You will maintain an accurate inventory of IT assets, including laptops, desktops, mobile devices, network equipment, and peripherals. You will provide on-site support to deploy updated device imaging and technology across the organization, resolving technical issues as required.
Support SaaS platforms and enterprise applications. You will provide support for SaaS platforms, including user setup, configuration, and access troubleshooting. You will coordinate with vendors when escalations are required. You will assist in validating system updates or new features before rollout.
Assist with network and infrastructure support. You will troubleshoot LAN and wireless connectivity issues and assist senior team members with switches, firewalls, and access points. You will also assist with Windows Server tasks, including basic maintenance, user access checks, and file services preparation, and support Linux-based system preparation used for deployment and imaging processes. You will assist with infrastructure upgrades, endpoint refreshes, and enterprise application deployments as part of broader modernization projects.
Strengthen documentation, adoption, and change management. You will create and maintain SOPs, configuration documentation, knowledge articles, and training resources. You will promote consistent ticketing practices, support internal knowledge sharing, and assist with device rollouts, pilot programs, migrations, and organization-wide technology changes. You will also deliver hands-on training to staff, including those who require extra support or reassurance with foundational tools such as email and printing.