IT Support Analyst

We are seeking **IT Support Analysts** to join our team in* Toronto, ON*
Reporting to the Manager of IT Support (or Technical Lead), the IT Support Analysts will be responsible for providing Tier I & II support in a multi-faceted role handling both frontline Service Desk support and customer service, along with Tier I & II end user equipment support, troubleshooting, maintenance, and repair. Maintain adequate stock of required hardware & peripherals (loaner laptops, keyboard, mice, toner, cables, etc) to appropriately manage break/fix situations and reducing downtime for affected users. This technical role will be required to work closely with Senior and C-Level executives and be able to effectively work and communicate with their peers or leaders in other geographically separated locations. A good problem solver and the ability to juggle day to day tasks while also contributing to Enterprise-level IT transformation projects is essential to ensuring overall success.
**The **IT Support Analyst **will**:

- Maintaining an Asset Database and track changes for user hardware, software, and special/custom configurations
- 1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as Mobility devices, PCs or laptops, and Printers
- Troubleshoot basic network issues and manage standard patch cabling or wireless access point devices
- Triage and/or escalate tickets to the Infrastructure/System Administrator support team where more advanced technical skillsets or access permissions are required
- Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
- Maintain a high degree of customer service for all support queries and adhere to all service management principles, while also providing white-glove specialized service to Senior Executives when required
- Publishing support documentation to assist staff with requests for information & provide staff training if required
- Active Directory and Office 365 administration knowledge. Creating user accounts, reset passwords, create groups, set up new users, etc.
- Ordering, building and/or deploying computer hardware such as desktops, laptops, docking stations, multiple monitor setups, including profile/data transfer from old equipment to new, and managing imaging tools or software to efficiently deploy new hardware to a fast-growing organization.
- Support of External Clients onsite within their own networks, tenants, domains, hardware, software, and other general IT support needs as required
- Arranging for external technical support where problems cannot be resolved in house
- Participate in on-call rotation for after hours support as scheduled (TBD)

**T**o be successful **as an IT Support Analyst** with People Corporation, you will need**:

- Demonstrate an understanding of the needs of the customer and focus on anticipating, meeting, and exceeding those needs.
- Use time and resources effectively to achieve desired results. Have determination in the face of obstacles to set and meet challenging targets and deliver the required results.
- Experience documenting new and existing processes to achieve standardization/modernization.
- Demonstrate a high level of accountability, reliability, adaptability, and innovation in accomplishing day to day work and long-term goals.
- Foster open communication, listen to others, and value all opinions.
- Act in a respectful manner to influence an outcome, impact, or effect.
- Readily share information, knowledge, and personal strengths.
- Seek to understand and build on differing perspectives of others to enhance team efficiency and quality outcomes.
- 3 years previous IT Service Desk and/or Technical Call Centre experience required
- Incident Management experience - Managing incidents including business expectations and communication, as well as documenting resolution and providing other related incident closure notes.
- Experience in administering Security Groups, Active Directory, Office365 in a Microsoft-based office environment, whether legacy/on-premise or cloud-based.
- Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation)
- A diploma or high school education with additional technical training, or equivalent on the job training or experience in a technical support capacity.
- 2-3 years of additional troubleshooting experience with end user hardware or software (laptops, cell phones, tablets, drivers, printers, etc).
- Travel to other office locations where required
- Must be able to lift up to 30 lbs (computer equipment) as needed
- ITIL, CompTIA, ITSM, or A+ certification or experience considered an asset
- Up to date Microsoft certifications considered an asset
- French language skills also considered an asset, particularly with French-computing experience or multi-language operating systems.

**What's in it for you**:

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