IT Support Analyst

Whitby Southeast, Canada | Posted on 10/08/2025 Welcome to Simnet Inc., a dynamic and rapidly growing technology company that is revolutionizing the way businesses operate. We are currently seeking talented individuals to join our team and help us continue our mission of creating innovative solutions that make a real difference in our client’s lives. 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. Salary Range: 50-60K Key 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 knowledge base 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 preventive maintenance, including checking and cleaning of workstations, printers, and peripherals. Understanding of basic VoIP principles. Conduct operating system patches and upgrades. Requirements Understanding and hands‑on experience with computer hardware, including printers and peripherals. Experience with desktop and server operating systems, including Windows, Mac, Linux, Chrome OS, Android, and iOS. Ability to support all Microsoft Office products. Working knowledge of a range of diagnostic tools such as Kaseya and TeamViewer. Basic understanding of networking and routing protocols such as DNS, TCP/IP, ports, protocols (HTTP, HTTPS). Working knowledge of Microsoft Active Directory, Microsoft Exchange 2016 and Office 365. Experience working in an ITIL‑driven environment and working knowledge of ITIL principles and processes. Certification required within 6 months of employment. Exceptional written and oral communication skills. Exceptional customer service and interpersonal skills, with a focus on rapport building, listening, and questioning skills. Experience maintaining timely and accurate helpdesk records using the ticketing system; familiarity with ZohoDesk or other ticketing tools. Extended health and dental care : We provide extended health and dental care benefits, helping employees save money on medical expenses and promote good health practices. Group RRSP matching program : Simnet offers a group RRSP matching program, helping employees plan for their financial future. Health spending account : Access to a health spending account to choose how you spend your health care dollars and it can help cover expenses not covered by traditional health benefits. Continuing education opportunities : We offer opportunities for professional development, such as training programs or tuition reimbursement, we encourage employees to grow their skills and advance their careers. On‑site parking : On‑site parking provided, helping to reduce stress and save time Casual dress code : Ditching the stuffy business attire. Employees can wear comfortable clothing creating a more relaxed and enjoyable work environment. Free snacks and drinks : Who doesn’t love free food and drinks? We provide an array of snacks and beverages to keep you energized and motivated throughout the day. Company events and outings : We have multiple company‑sponsored events throughout the year, such as holiday parties or team‑building activities. If you are a highly motivated individual with a passion for leading and managing operations, and possess the skills and experience we are looking for, we encourage you to apply for this exciting opportunity and consider joining us at Simnet Inc. We believe providing excellent service and creating happy customers is the way to create a valuable, enduring company that people love. Let’s work together to build a better future At Simnet we believe diverse and inclusive teams perform better. We are an equal opportunity employer and are committed to working with applicants requesting accommodations during our interview process. We thank everyone for their interest in Simnet. Only those applicants that have been selected for an interview will be contacted. #J-18808-Ljbffr