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Analyst, Plant Support

2 weeks ago

Hamilton, Ontario, Canada Samuel, Son & Co Full time
Description

Responsibilities:

  • Manage and prioritize support tickets through ServiceNow (or current ITSM platform).
  • Provide 1st and 2nd level support for hardware, software, and network issues across local and remote users.
  • Deploy and configure desktops, laptops, and mobile devices using modern imaging or provisioning tools (e.g., Autopilot, Intune, MDT).
  • Support Microsoft 365 applications, Teams, SharePoint, and other collaboration tools.
  • Maintain and update Active Directory / Entra ID user accounts and group policies.
  • Assist with endpoint security setup, MFA, and device compliance policies.
  • Maintain inventory accuracy for IT assets and coordinate equipment shipments.
  • Document support activities and resolutions in ServiceNow.
  • Support internal projects and technology rollouts as assigned.
  • Travel occasionally to other Samuel sites as required.

Qualifications:

  • College diploma in Information Technology or related field, plus relevant certifications (e.g., CompTIA A+, Network+, Microsoft 365 Modern Desktop Administrator).
  • Strong knowledge of Windows 10/11 and Microsoft 365 environments.
  • Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
  • Experience with Active Directory, Intune, and remote support tools.
  • Excellent troubleshooting, communication, and customer service skills.
  • Ability to lift and move computer equipment as needed.
  • 3-5 years of relevant experience. 
  • Bilingualism (French/English) considered an asset.

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