IT Support Analyst

PFX Group • Montreal, QC

62d

About The Position

The IT Support Analyst serves as the first point of contact for end-user technical support and is responsible for delivering desktop support services, managing hardware and software resources, and resolving technical issues.
This role supports the effective operation of IT systems and contributes to the overall efficiency of the organization’s technology environment.

Requirements

• Safety – Follows safety procedures, completes required training, maintains a clean workspace, and promptly reports concerns.
• Teamwork – Respectful, courteous, and communicates openly and honestly. Shares necessary information in a timely manner.
• Problem Solving – Uses critical thinking to identify issues, prevent recurrence, and support change initiatives.
• Attention to Detail – Performs tasks accurately, follows procedures, and checks work to reduce errors.
• Customer Focus – Provides timely, quality support to internal and external users.
• Technical Aptitude – Continuously learns and demonstrates technical expertise across job functions.
• Solid knowledge of PC and network standards, including hardware.
• Proficiency in Microsoft Windows, Office, and common office applications.
• Experience with patch management tools (e.g., Intune, SCCM or equivalent).
• Experience configuring Cisco phones and managing printers via print servers.
• Good knowledge of Microsoft 365 tools (Teams, SharePoint, OneDrive).
• Strong written and verbal communication and customer service skills.
• Degree in Computer Science or related field preferred, or equivalent work experience.
• 3 - 5 years of experience in IT support or a combination of education and experience.

Nice To Haves

• Certifications (Microsoft, Cisco, CompTIA A+, etc.) are considered an advantage.
• ITIL certification or demonstrated knowledge of ITIL processes is preferred.

Responsibilities

• Serve as the first point of contact for IT support and assist in resolving technical issues.
• Log and prioritize IT incidents and service requests based on severity and business impact.
• Accurately record all support activities in the ITSM system.
• Handle support calls; escalate appropriately if First Call Resolution (FCR) is not achievable and communicate any delays.
• Ensure timely responses to all service requests and incidents.
• Adhere to service level agreements (SLAs) and escalate issues as needed.
• Execute IT onboarding, offboarding, and related workflow processes.
• Maintain accurate records of loaned IT equipment.
• Coordinate IT equipment repairs; track progress, particularly for warranty items.
• Source quotes and procure hardware, software, and related equipment in alignment with IT standards.
• Order replacement components for faulty or upgradeable devices (e.g., mice, keyboards, hard drives, memory).
• Configure and deploy computers and mobile phones.
• Maintain an up-to-date inventory of hardware and software assets (PCs, laptops, printers, etc.).
• Work closely with Infrastructure and Applications teams as needed and when available.
• Create and update technical documentation, including work instructions and standard operating procedures.
• Participate in after-hours support rotations as required.
• Be available for remote or on-site support during on-call periods; must be within one hour of company facilities.
• Occasional travel required, including the ability/need to rent a car. Valid driver’s license is required.
• Occasional work in company plants is required.

Benefits

• Competitive compensation
• Career growth opportunities – we prioritize internal promotions
• Employer funded retirement plan
• Comprehensive health benefits, including medical and dental coverage and Telemedicine
• Employee Assistance Program (EAP) – confidential support for mental health, financial advice, and more
• Paid vacation and statutory holidays
• Tuition assistance program – support for continued education and professional development

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level