IT Support Analyst
3 weeks ago
Our client in the non-profit sector is looking for a Support Analyst on a contract basis to work on their M365, Security, Network support and initiatives.
Duration: 6 months
Location: 3d - 5d/week at Toronto downtown location
Responsibilities:
Microsoft 365 Support:
- Provide first-level support for M365 applications including Outlook, Teams, SharePoint, and OneDrive.
- Assist with user account setup, password resets, and basic permissions/access issues.
- Support end users with troubleshooting common M365 issues and escalating when necessary.
Intune & Device Management:
- Assist in enrolling and managing user devices (laptops, desktops, mobile devices) using Microsoft Intune.
- Perform basic troubleshooting of Intune-related issues such as compliance policies, device profiles, and app deployments.
- Monitor and report on device health and compliance status via the Intune portal.
- Support software installations and updates through Intune under the guidance of senior staff.
Security Support:
- Monitor MFA and Conditional Access alerts and assist users with authentication issues.
- Perform basic security checks and escalate potential threats (e.g., phishing attempts) to senior staff.
- Assist in maintaining antivirus, endpoint protection, and patching compliance.
Network Support:
- Provide hands-on support for LAN/WAN connectivity issues, VPN access, and Wi-Fi troubleshooting.
- Monitor basic network performance and escalate outages or anomalies to network administrators.
- Document and track incidents in the helpdesk system.
General IT Operations:
- Support hardware and software setups (laptops, printers, mobile devices).
- Maintain and update IT documentation and user guides.
- Participate in routine system checks, inventory audits, and onboarding/offboarding tasks.
Requirements:
- 1–3 years of experience in an IT support or helpdesk role.
- Exposure to Microsoft 365 tools (Exchange, Teams, SharePoint, OneDrive).
- Basic understanding of network concepts (firewalls, VPNs, switches).
- Familiarity with security best practices and common tools (MFA, antivirus, endpoint protection).
- Strong problem-solving and communication skills.
- Customer-focused attitude with the ability to explain technical concepts to non-technical users.
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