Senior IT Support Analyst | Analyste principal·e en soutien TI

Jesta I.S.•Westmount, QC

10d•Onsite

About The Position

We are seeking a Senior IT Support Analyst who is passionate about enabling high-performance, secure, and seamless digital workplaces. In this role, you will serve as the lead subject-matter expert for end-user computing, supporting both corporate users and highly technical teams including developers, QA, and data professionals. This is a high-impact position where you will shape how technology is experienced across the organization—driving improvements in onboarding, developer environments, endpoint standards, and service reliability. You will also play a key role in leveraging AI and automation (including Microsoft Copilot) to modernize IT support and improve productivity at scale.

Requirements

Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent professional experience
6+ years of progressive IT support or end-user computing experience in an enterprise environment
Strong experience supporting developer workstations and technical environments
Proven ability to lead initiatives, improve processes, and mentor junior team members
Advanced expertise in Windows OS, Microsoft 365, and Active Directory / Entra ID
Experience with endpoint management tools (Intune, SCCM) and ITSM platforms (e.g., Jira Service Management)
Proficiency in Microsoft 365 (Teams, Outlook, SharePoint, Exchange, OneDrive), Windows enterprise environments, VPN, MFA, and endpoint security tools
Familiarity with developer tools and environments, including GitHub, VS Code, JetBrains IDEs, Docker, and cloud development tools
Experience in ERP, retail, supply chain, or enterprise software environments
Exposure to Azure and cloud-based environments
Experience supporting engineering, data, or AI teams (e.g., analytics platforms, FarsightIQ context)
Familiarity with containerized or DevOps environments
Exposure to enterprise systems such as ERP/SCM platforms (e.g., Jesta Vision Suite), data/AI platforms, HRIS, and asset management systems
Required experience using Microsoft Copilot for documentation, analysis, productivity, and workflow optimization
Advanced troubleshooting and root cause analysis in Windows and Microsoft 365 environments
Strong understanding of developer workflows, identity and access management (AD / Entra ID), and automation concepts (scripting, workflow optimization)
Excellent communication skills with technical and non-technical stakeholders
Ability to manage high-priority, time-sensitive incidents and make data-driven decisions using service metrics
Strong documentation discipline, attention to detail, and cross-functional collaboration with engineering, DevOps, and business teams
Adaptability, continuous improvement mindset, and effective use of AI tools

Responsibilities

Act as the primary SME for end-user computing across corporate and technical environments
Support developers and technical teams (IDEs, Git, VPN, cloud tools, build dependencies)
Lead resolution of complex, high-impact technical incidents
Partner with Engineering and DevOps to optimize developer workstations and workflows
Ensure reliable tooling (GitHub, Docker, VS Code, JetBrains, cloud access)
Improve performance, stability, and configuration standards for dev environments
Drive onboarding/offboarding improvements for employees and developers
Manage provisioning of devices, credentials, and system access
Oversee full asset lifecycle: procurement, deployment, upgrades, and decommissioning
Define and maintain endpoint standards (hardware, OS, security baselines)
Manage Intune/MDM device enrollment, patching, and compliance
Support office connectivity, Wi-Fi, and collaboration technologies
Analyze service metrics and recurring issues to reduce friction and improve productivity
Act as escalation point for Level I/II analysts and provide mentorship
Implement automation, scripting, and AI-driven improvements (Microsoft Copilot)
Maintain high-quality documentation and knowledge management standards
Work with HR, Security, Engineering, and Finance on lifecycle and access governance
Support compliance, licensing, and IT asset inventory management
Ensure secure and efficient endpoint and identity management practices