IT Support Analyst

SIMNET Survey Portal • Whitby Southeast, ON

22h • Hybrid

About The Position

The IT Support Analyst plays a critical role in ensuring the smooth operation of computer systems so that end users can perform their work effectively. In this role, you will receive, prioritize, document, and actively resolve end-user help requests, escalating incidents when necessary to meet SLA expectations. Problem resolution may involve using diagnostic tools and help request tracking systems, as well as providing in-person, hands-on support at the desktop level, including hardware and peripheral assistance.

Requirements

• Excellent customer service and troubleshooting skills
• Excellent documentation skills
• Excellent written and verbal communication
• Critical Thinking skills
• Windows 10/11 troubleshooting (desktop, laptop, peripherals, printers)
• Microsoft 365 basics (Exchange Online, Teams, SharePoint, OneDrive — password resets, account lockouts, email configuration)
• Active Directory fundamentals (password resets, account creation, basic group management)
• Basic networking (DNS, DHCP, TCP/IP, VPN connectivity troubleshooting)
• Basic VoIP / Phone System troubleshooting
• Experience performing employee onboarding, offboarding, and role changes
• RMM familiarity (N-able N-central or equivalent such as NinjaRMM, Datto)
• Ticketing system experience (Zoho Desk or any PSA — Autotask, ConnectWise, Halo)
• Documentation platform familiarity (Hudu, IT Glue, or equivalent)
• Remote support tools (ScreenConnect, Quick Assist, or equivalent)

Nice To Haves

• CompTIA Network+ or Security+
• Microsoft 365 Fundamentals (MS-900) or equivalent
• ITIL Foundation awareness
• Basic PowerShell (simple commands, not scripting)
• Basic Linux experience (simple commands, not scripting)
• Any MSP-specific experience (multi-tenant, multi-client environments)

Responsibilities

• Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
• Build rapport and elicit problem details from service desk customers.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Escalate incidents with accurate documentation to suitable technician, when required.
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Deploy pre-packaged software using distribution tools and processes as requested by end users.
• Use remote tools and diagnostic utilities to aid in troubleshooting and perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Research solutions through internal and external knowledgebase as needed.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Install antivirus software and ensure virus definitions are up to date.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Understanding of basic VoIP principles.
• Conduct operating system patches and upgrades.
• Other tasks and duties as required.

Benefits

• Comprehensive Health & Wellness: Extended health and dental coverage, plus a flexible health spending account (HSA), help you take care of yourself on your terms.
• Financial Wellbeing: Plan for your future with our group RRSP matching program.
• Learning & Growth: Access continuing education opportunities, professional development programs, and tuition support to grow your skills and advance your career.
• Work-from-home options: Flexibility of being able to work from home, especially during times when commuting or in-person interactions may not be ideal.
• Recognition & Rewards: Our gamified, people driven program lets employees and leaders give kudos, earn recognition, and be rewarded for collaboration and impact.
• Collaborative Culture: Join a supportive, inclusive team where ideas flow freely, feedback is welcomed, and teamwork drives success.
• Challenging & Innovative Projects: Work on high-impact projects that inspire creativity, experimentation, and forward-thinking solutions.
• Convenience & Comfort: On-site parking, casual dress code, free snacks & drinks, and company lunches twice a month to keep your day smooth.
• Team Connection: Participate in company events, outings, and team-building activities that celebrate successes and build lasting connections.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed