We are currently seeking an IT Systems Support Analyst to join our Information Technology team. As an IT Systems Support Analyst, you will be a part of a dynamic global team providing real time support to the Toronto office, as well as servicing multiple partnering offices across North America and the UK. You will be responsible for deployment, standardization and maintenance of “client side” information technology solutions. All technology tasks will be expected to meet (and/or exceed) Service Level Agreements (SLAs). Additionally, this role will take advisement from supporting Infrastructure resources.

Reporting to the Manager, IT Service Delivery, this customer-focused role supports fast-paced Architecture, Engineering, and Interior Design teams by resolving IT issues, requests, and projects quickly and with minimal business disruption.

This position is required to be onsite.

Duties and Responsibilities

• Diagnoses, troubleshoots, and fixes hardware, software, network, and user account issues across multiple platforms (Windows) in a timely manner
• Deploys, configures, patches, updates or rolls out approved software, operating systems, and security updates, ensuring compliance with standards and policies
• Manages iOS and Android mobile devices using MDM solution (Intune)
• Documents all support tasks, resolutions, workarounds in the ticketing system; maintain knowledge base or runbooks
• Assists with user onboarding/offboarding: setup new user accounts, permissions, setup hardware, IT orientation
• Assists in maintaining internal IT policies and procedures and ensure support work is compliant
• Maintains asset inventory
• Liaises with third-party vendors and contractors when needed for specialized support, warranty work, or software/hardware escalations; ensure service levels are met

Required Skills

• Prior experience working on Service Desk teams, desktop and mobile support, and IT Operations
• Possesses strong verbal and written communication skills in English
• Demonstrates excellent customer service skills
• Possesses strong analytical skills
• Expertise with Active Directory, O365 and Azure environments, including Teams, Outlook, Office Apps, Windows Desktop Management and Endpoint Manager (Intune)
• Proficiency in Microsoft Windows 11 Operating Systems, iOS, and Android OS
• College Diploma or University Degree in Information Technology or equivalent experience is required
• IT Certifications in ITIL, Microsoft, CISCO considered an asset

Required Experience

• 3-5 years' experience