Junior IT Support Analyst

Patsnap•Toronto, ON

1d•CA$50,000 - CA$60,000•Hybrid

About The Position

Patsnap is a global, pre-IPO company that transforms the way organizations harness their Intellectual Property and Research & Development productivity. Our platform revolutionizes how IP and R&D teams collaborate across the entire innovation lifecycle, using domain-specific AI to accelerate the creation of market-ready products. With over 12,000 customers worldwide, including some of the biggest names in innovation, Patsnap is at the forefront of technological advancement. Our $300M Series E funding round brings our valuation to a $1 billion unicorn status, and we still have a remarkable amount of growth ahead. We have a vibrant and diverse team with offices in Singapore, Toronto, London, and Shanghai. Our hyper-growth trajectory is powered by our people, and we are extremely proud of our company-wide vision, work ethic, and entrepreneurial spirit. We are committed to fostering an inclusive environment where talent thrives and ideas bloom. The Junior IT Support Analyst is a hybrid role supporting our downtown Toronto flex office space. Reporting to the IT Manager and collaborating closely with the Senior IT Support Analyst in the UK, the role delivers IT support across the North American region, with a focus on employee onboarding and offboarding, day-to-day end-user support, and supporting compliance activities across the ISO 27001 and SOC 2 frameworks. The role will also assist the Senior IT Support Analyst in the UK in supporting users in the UK office and remote employees across Europe. As PatSnap transforms into an AI-first organization, the role also supports the administration, IT governance, and adoption of leading-edge AI tools, including Claude Enterprise, ChatGPT Enterprise, and Microsoft Copilot, ensuring these tools are deployed securely, governed appropriately, and adopted effectively across the business. This is a hybrid position based in our Downtown Toronto office, with an expectation to work from the office approximately two days per week. Additional in-office days may be required from time to time to support onboarding, team collaboration, or business needs.

Requirements

Experience in an IT support, service desk, or helpdesk role.
Good working knowledge of Microsoft 365 administration, including user management, licensing, and core applications.
Strong troubleshooting skills across Windows and/or macOS environments.
Excellent communication skills with a customer-focused approach and the ability to explain technical concepts clearly.
Highly organized with strong attention to detail, particularly when managing user access and IT processes.
Interested in IT security, compliance, and emerging AI technologies, with a willingness to learn and grow.
Comfortable working independently while collaborating with a globally distributed team.

Nice To Haves

Exposure to Microsoft Intune, Vanta, ISO 27001, SOC 2, or SaaS application administration.
Relevant certifications such as CompTIA A+, MS-900, or similar.

Responsibilities

Deliver a seamless onboarding and offboarding experience by setting up user accounts, provisioning devices, managing application access, and ensuring secure deprovisioning.
Provide first and second-line IT support for hardware, software, Microsoft 365, and connectivity issues across our Toronto office and remote employees.
Configure and maintain Windows and macOS devices, manage IT assets, and support user administration across Microsoft 365 and other SaaS platforms.
Support our security and compliance programs by assisting with access reviews, audit evidence, and IT controls for ISO 27001 and SOC 2 using Vanta.
Help administer and support enterprise AI tools, including ChatGPT Enterprise, Claude Enterprise, and Microsoft Copilot, while promoting secure adoption and best practices.
Collaborate with colleagues across our global IT team on projects, escalations, and continuous improvement initiatives.