I.T Support Analyst

Walters Group is a family-owned steel construction company that designs, fabricates, and constructs unique and complex commercial and industrial projects throughout North America. With over 65 years of experience, Walters ensures high quality results through our passion and commitment to every project. Our head office is located in Hamilton and we have multiple fabrication plants in Hamilton, Stoney Creek and Princeton. As Walters grows and expands into new markets, we are seeking to welcome aspiring and driven individuals to our team who share our passion, vision, and values.

At Walters, we build history, and we are incredibly proud of our projects, to name a few - Tim Hortons Field in Hamilton, ON, the Burgoyne Bridge in St. Catharines, ON, The Bow in Calgary, AB, and the Canadian Museum of Human Rights in Winnipeg, MB.

We're consistently ranked among the best companies to work for, including Canada's Best Managed and Great Place to Work Certified. We're committed to supporting and developing our teams. We also ensure a positive, safe, collaborative work environment with ample personal and career development opportunities.

If you want to be a part of our team – read on and apply. Even if you feel like you don’t meet all criteria, please give it a shot, and still apply.

About the Position

The IT Support Analyst provides frontline technical support as part of the Walters IT team, supporting users across offices, fabrication plants, remote sites, and field operations. Working closely with other team members, this role is responsible for delivering responsive, high-quality support for corporate devices, and workplace technologies used throughout the organization.

The successful candidate will perform workstation imaging, maintain hardware/software inventory, troubleshoot user issues, assist with onboarding/offboarding, and contribute to strong IT operations across Walters’ multiple locations.

Key Responsibilities

Technical Support & Troubleshooting

- Provide hands-on support for desktops, laptops, mobile devices (iPhones/iPads), printers, and desk phones.
- Troubleshoot and resolve hardware, software, and networking issues across office and plant environments.
- Address IT tickets by creating, monitoring, escalating, and resolving requests through the helpdesk ticketing system.
- Identify, escalate, and communicate technical issues as needed.

User & System Administration

- Manage user accounts and permissions across Active Directory, Office 365, MDM solutions, and other systems.
- Perform general user administration duties and ensure appropriate access controls.

Onboarding & Documentation

- Onboard new employees, including hardware setup and basic IT training.
- Create, maintain, and update user guides, documentation, and support materials.

Asset & Inventory Management

- Deploy, manage, and support IT assets across multiple offices and plants.
- Monitor inventory and resources to ensure hardware and software availability.
- Assist with creating and deploying workstation/laptop images and controls.

Documentation & Training

- Create and update user-friendly documentation, reference guides, and knowledge base articles.
- Provide basic IT training for new employees.
- Help refine internal IT procedures alongside the rest of the IT team.

Operational Support & Projects

- Assist with basic network troubleshooting and onsite network tasks (switch checks, Wi-Fi access points, cabling).
- Support production technology such as AR Headsets, label printers, and plant-floor tablets.
- Participate in IT projects, system upgrades, and security improvements.
- Support Walters’ IT security standards including patching, antivirus compliance, MFA/Conditional Access, and device hardening.

Work Location

- Hamilton ON.

Position Requirements

Education & Experience

- University or College Degree in Computer Science or a related field.
- Minimum 3 years of hands‑on IT support/helpdesk experience in a Windows environment.

Technical Skills

- Strong troubleshooting and diagnostic abilities.
- Proficient with Windows installation, configuration, and support.
- Experience with iOS device support.
- Familiarity with computer hardware repair and maintenance.
- Understanding of networking fundamentals including switches, routers, Wi‑Fi, and TCP/IP.

Competencies & Soft Skills

- Excellent problem‑solving and investigation skills.
- Strong organizational and time management abilities.
- Effective oral and written communication skills with users at all organizational levels.
- Ability to work well under pressure and adapt to change.
- High degree of resourcefulness, flexibility, and adaptability.
- Committed to staying up to date with evolving technology trends.

Additional Requirements

- Valid Ontario driver’s license.

Compensation Package

- Negotiable wage based on experience.
- Vacation.
- Paid sick and Bereavement leaves.
- Flexible extended health and dental care packages.
- Employee Assistance Program.
- RRSP Matching.
- Profit Sharing.
- Employee Family Scholarship Program.
- Tuition support (Apprentice, Continued Education).
- Values in Action (ViA) - participating in charity events coordinated by employees, as well as team bonding activities.

Walters Group is committed to providing accommodations throughout the interview and employment process. If you require an accommodation, we will work with you to meet your needs.

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