IT Support Analyst
About The Position
The Child Development Institute (CDI) is seeking an IT Support Analyst on a 12-month contract basis. This role reports to the Manager, IT Support Services. The IT Support Analyst 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. Key responsibilities include onboarding and offboarding staff, resolving incidents and service requests, preparing and deploying devices, and assisting with operational IT tasks. The role also involves assisting with basic network and server tasks under guidance and escalating complex infrastructure or security changes. The work directly supports the delivery of essential community services without interruption. This is a full-time, hybrid position requiring on-site work on Mondays plus two additional in-office days and two remote days per week. Initial onboarding and training will be fully on-site for four weeks. The role requires flexibility for adjusting on-site days, travel to nearby locations, and providing support outside standard business hours during peak project periods.
Requirements
- Customer-first approach and driven to empower users with the knowledge they need to use technology effectively.
- Communicate clearly, calmly, and patiently with non-technical users, providing step-by-step guidance when needed.
- Build trust through collaboration.
- Experience producing documentation, SOPs, and user-facing guidance that support consistent adoption.
- Experience supporting multi-site IT environments.
- Experience managing service requests through ITSM platforms such as Jira Service Management.
- Owning issues from initial report through resolution.
- Hands-on experience troubleshooting Windows, macOS, and Linux environments.
- Supporting endpoint devices, peripherals, and mobile platforms.
- Administer Microsoft 365 services (Outlook, Teams, SharePoint, OneDrive, Office apps).
- Manage Azure AD for user provisioning, licensing, and access controls.
- Support device management through Microsoft Intune.
- Leverage PowerShell for administrative tasks, reporting, and basic automation.
- Familiarity with basic LAN and WiFi troubleshooting.
- Familiarity with network hardware (including switches, firewalls, and wireless access points).
- Familiarity with Windows Server basics such as Active Directory and file services.
- Prepared to support an environment of 200+ devices across multiple locations.
- Prioritize service requests effectively while maintaining clear communication with users and internal stakeholders.
- Maintain accurate records of tickets, assets, and system configurations, ensuring consistent workflow management and adherence to support procedures.
- 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, providing Level 1 and Level 2 technical support to end users across desktop, mobile, and remote environments.
- Troubleshoot and resolve a wide range of issues spanning hardware, operating systems (Windows, macOS, Linux), end-user applications, and peripherals.
- Manage incidents and service requests in Jira Service Management, document solutions, and coordinate escalations or vendor support as required.
- Administer Microsoft 365, including Outlook, Teams, SharePoint, OneDrive, and Office applications.
- Perform user provisioning, licensing management, and access administration within Azure AD.
- Build automation for administrative tasks and reporting using PowerShell.
- Prepare devices, provision user accounts, manage permissions, issue and recall equipment, and ensure accurate access configuration for onboarding and offboarding.
- Maintain an accurate inventory of IT assets, including laptops, desktops, mobile devices, network equipment, and peripherals.
- Provide on-site support to deploy updated device imaging and technology across the organization, resolving technical issues as required.
- Provide support for SaaS platforms, including user setup, configuration, and access troubleshooting.
- Coordinate with vendors when escalations are required.
- Assist in validating system updates or new features before rollout.
- Troubleshoot LAN and wireless connectivity issues and assist senior team members with switches, firewalls, and access points.
- Assist with Windows Server tasks, including basic maintenance, user access checks, and file services preparation.
- Support Linux-based system preparation used for deployment and imaging processes.
- Assist with infrastructure upgrades, endpoint refreshes, and enterprise application deployments as part of broader modernization projects.
- Create and maintain SOPs, configuration documentation, knowledge articles, and training resources.
- Promote consistent ticketing practices, support internal knowledge sharing, and assist with device rollouts, pilot programs, migrations, and organization-wide technology changes.
- Deliver hands-on training to staff, including those who require extra support or reassurance with foundational tools such as email and printing.
Benefits
- Flexible hours in a planned program environment.
- A focus on cross-disciplinary collaboration and knowledge sharing.
- Ongoing professional development opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
