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Support Analyst

3 months ago

Toronto, Canada Randstad Digital Full time

Level 1 Support Analyst (Contract Position)

Number of Positions: 1 Duration: 3 months initial contract

Location: Toronto, ON, CA

Must be eligible to work in Canada

Onsite position, 5days/week, downtown Toronto


8hrs/day billing, need to be flexible with working hours as the resource might need to work sometimes on Saturday. Possible extension or convert to perm after 6 months,


Must have skills and experience:

• A diploma or degree in Information Technology, Computer Science, or a related field.

• At least 1 year of experience in an IT support role or a similar position.

• Strong knowledge of Microsoft Office applications and basic troubleshooting skills.

• Excellent communication and customer service skills.

• Ability to manage multiple tasks and prioritize effectively.

• Familiarity with IT service management tools and systems.


Roles and responsibilities:

The Level 1 IT Analyst is the initial point of contact for all IT-related support requests and issues.

This role is responsible for providing front-line support, troubleshooting basic technical problems, managing user accounts, and ensuring smooth daily operations of IT systems. The Level 1 IT

Analyst plays a critical role in maintaining the productivity of the company's staff by promptly addressing technical issues and providing essential IT services.

Your Responsibilities:

• Initial Contact and Support:

• Serve as the primary contact for IT support, managing incoming queries through phone, email, and walk-ins.

• Provide assistance to users experiencing issues with their systems.

• Basic Troubleshooting:

• Address common software, hardware, and connectivity issues.

• Troubleshoot and resolve problems related to Microsoft Office, Wi-Fi connectivity, and peripheral devices like keyboards and monitors.

• User Account Management:

• Perform routine user account maintenance tasks such as password resets and

account unlocks.

• Adjust user permissions in response to role changes within the company.

• Onboarding and Offboarding:

• Assist in the setup of new employees' IT accounts and equipment.

• Ensure proper deactivation and retrieval of IT assets from departing employees.

• Cell Phone Setup and Management:

• Configure and manage company-provided cell phones for employees.

• Assist with troubleshooting and resolving mobile device issues.

• Knowledge Base Documentation:

• Create and maintain documentation for IT procedures and common issues.

• Develop user-friendly guides and FAQs to assist employees in resolving basic

issues independently.

• Equipment Setup and Hardware Management:

• Configure and deploy new workstations and peripherals for new and existing

employees.

• Manage hardware inventory, coordinate equipment repairs, and handle warranty replacements (RMA).

• Deployment Activities:

• Assist in the deployment of new hardware and software across the organization.

• Participate in technology testing and rollout to ensure smooth implementation.

• Support Tools:

• Provide support for commonly used office applications and collaboration tools.

• Assist users with functionalities in Microsoft Office applications.

• End User Training:

• Deliver basic IT usage training to new employees.

• Develop user-friendly training materials, guides, and FAQs.

• Inventory and Asset Management:

• Manage IT asset inventory, including tracking and updating inventory lists.

• Ensure proper maintenance and safety of IT equipment.

• Network and Deployment Support:

• Support hardware deployments and network setup, including assisting with

physical setup at new office locations.

• Maintenance Tasks:

• Handle routine maintenance tasks such as updating printer address books and

managing Active Directory accounts.

• Organize and maintain IT storage areas and workspaces.

• Collaboration and Coordination:

• Collaborate and coordinate with the Level 2 Team Lead for prioritization and

project instructions.

• The Level 2 Team Lead will be the first point of contact for support, guidance, and coordination, after the IT Manager.

• Flexible Hours: If and when required, for project-related or critical emergency

situations, or during high volume business needs, there will be the need for flexible hours which may include after-hours on certain days and may include weekends as well.